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Customer Support Engineer

Our goal is to exceed expectations through not only our next-generation product, but through our amazing service as well. Our Customer Support team is integral to building great relationships with our partners so that we can continue to strengthen our brand and build our business. 

The Customer Support Engineer is responsible for assisting with support issues through chat, email, and occasional video. A 15Five product expert, you will be the face of our brand and the first-line support for our customers. A quickly developing platform, 15Five has a number of different features, products, and services that the Support Engineer is expected to speak to and support for our customers. A willingness to troubleshoot ambiguous issues, an ability to connect empathetically, and adaptability to a growing business is a must for this position. 

Areas of Focus:

Customer Support (50%): Answering customer questions about how to use 15Five’s product and services with focus on customer outcomes. 

Technical Troubleshooting (40%): Looking into the root cause or reason for issues that customers report to us and escalate or follow up quickly as needed 

Technical Writing (5%): Creating documentation on any new knowledge you come across, verify new doc information 

Peer Coaching (5%): Helping your team by answering questions, and giving peer QA

RESPONSIBILITIES

  • Customer Support

  • Maintaining a positive, empathetic, and professional attitude toward customers

  • Responding promptly (within SLA requirements) to customer inquiries

  • Communicating with customers through various channels (email, chat, Zoom)

  • Acknowledging and resolving customer complaints

  • Knowing our products inside and out so that you can knowledgeably answer product questions

  • Recording customer feedback

  • Communicating and coordinating with colleagues as necessary

  • Providing feedback on the efficiency of the customer service processes

  • Ensure customer satisfaction and provide professional customer support

  • Develop relationships with key stakeholders to maximize satisfaction and retention levels

  • Communicating with proper grammar and punctuation

  • Following internal handoff procedures and collaborating with members of other departments to answer customer questions and solve customer issues

  • Bringing in other areas of the business to contribute to revenue and customer health goals.

  • Consistently meet QA goals

  • Technical Troubleshooting

  • Ask powerful questions to understand issues

  • Use problem solving skills and troubleshooting guides to isolate the issue

  • Hold determination to find a fix or workaround

  • Knowing our products inside and out and working with Product and Engineering Teams to troubleshoot issues

  • Focused on learning and finding solutions.

  • Hold phone/video calls with customers to troubleshoot issues live where necessary

  • Write extensive notes according to our Escalation Template when passing off bugs and customer requests to Escalations Team

  • Technical Writing

  • Identify technical documentation needs of end users and or internal teammates

  • Create training materials (e.g., troubleshooting guides, video walkthroughs, etc.)

  • Organize and edit supporting documents for various product functions in Zendesk Help Center and Guru internal documentation

  • Select appropriate mediums for each message or audience (e.g., manuals, online videos, etc.)

  • Peer Coaching

  • Perform weekly ticket review and give feedback to peers

  • Aid peers via Slack or Zoom in troubleshooting as needed 

  • Engage feedback received with a growth mindset 

  • Respond to team questions and help teammates out when possible and knowledgeable

DESIRED EXPERIENCE

  • 1-3 years of experience in high volume customer support, specifically SaaS

  • Experience with ticketing system such as: Salesforce Service Cloud,  Zendesk

  • Experience with JIRA, Django are a plus

  • Impeccable writing skills

  • Attention to detail

  • High levels of empathy and emotional intelligence 

  • Skilled problem solver

  • Ability to self-regulate and manage stress, and ask for help when needed

  • Resourceful self-starter

DESIRED IMPACT

  • Avg tickets solved/day (that puts the variance as +/-10% of the TEAM average for tickets solved/day): 20

  • Response time SLA: 24 hours

  • Average CSAT: 4.0 or higher

  • QA: 70% out of 75% 

  • Queue management: No more than 5 in queue at the end of the day/if not closing 20 cases a day

SAMPLE WEEK IN THE LIFE

  • Monday: Join company Boost, reply to customer tickets, communicate with CSMs to sync on open tickets

  • Tuesday: Attend team sync call, update customers on issues and reply to new issues, document Tier 1 internal troubleshooting processes

  • Wednesday: Attend company occasional Boost, resolve customer issues, 1-on-1 with manager

  • Thursday: Start with team sync call, document Tier 1 internal troubleshooting processes, reply to customer tickets 

  • Friday: Join company boost, reply to new customer issues, QA for peers, fill out Check-in, resolve any tickets before the weekend

ABOUT 15FIVE

15Five is the holistic performance management company. 15Five equips HR teams with a complete platform solution to improve manager effectiveness, drive high performance and engagement, and increase retention. 15Five’s easy-to-use software, coaching, manager training, and community enables HR leaders to continuously measure engagement and performance, and empower managers to drive change.

At 15Five, we focus on building a diverse team that prioritizes inclusivity and celebrates everyone’s unique identity. We are proud of our thriving hybrid culture that supports a remote-first workplace balanced with distributed office hubs, and annual opportunities for all employees to connect in person. We also offer:

- Full Medical, Dental, and Vision Insurance

- Flexible Time Off (minimum 3 weeks off every year)

- Employer paid Short-Term, Long-Term Disability, and Term Life

- 401K with 4% match at 6 months of employment

- Inclusive Benefits Stipend (to help cover some of the gap on medical needs not covered by traditional benefits)

- Paid Parental Leave for birth and non-birth parents

- 15 paid holidays in 2024

- TalkSpace (mental health therapy)

- Wellness Coach App (offers meditation and movement classes, courses, workshops, and panels in a live and interactive setting)

- Best Self Time (2 hours of time each week dedicated to your personal self-care/self-growth/recharge activities)

- Monthly reimbursement for internet

- Sabbatical Program accessed at 7 Years

- We also provide extensive training and development such as strengths discovery and alignment and Manager specific development opportunities

For more information see:

Our Mission, Vision, & Values - https://www.15five.com/about

Our People and Culture - https://www.15five.com/about/careers

Diversity, Equity, Inclusion, & Belonging - https://www.15five.com/deib

Our Personal & Professional Development Resources - https://www.15five.com/resources/content-library

Reading over the role description and feeling like you don’t check every box? That’s okay; if you think you have what it takes but don’t necessarily meet all the criteria, please apply—you could be exactly who we are looking for!

15Five follows equitable hiring practices. Our compensation programs are designed to attract, motivate, and retain talented employees who are highly engaged, high performing, and have an exceptional impact on the business and our customers.

The base salary range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the role across all US locations. We benchmark all roles for compensation in ranges relative to the top half of the market of similar tech companies using up-to-date market data. Within the range, individual pay is determined by budget allocated for the role and additional factors, including job-related competencies and skills, experience, and relevant education or training. Please note that the compensation details listed in US job postings reflect the base salary only, and do not include bonus, equity, or benefits. The US new hire base salary range for this full-time role is $58,500-$68,542 + bonus or commissions + equity + benefits.

Note that base salary ranges are reviewed each year based on up-to-date market data, and team members who are performing are eligible for a merit increase, budget permitting. 

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

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