Overview

At Segment, we believe companies should be able to send their data wherever they want, whenever they want, with no fuss. Unfortunately, most product managers, analysts, and marketers spend too much time searching for the data they need, while engineers are stuck integrating the tools they want to use. Segment standardizes and streamlines data infrastructure with a single platform that collects, unifies, and sends data to hundreds of business tools with the flip of a switch. That way, our customers can focus on building amazing products and personalized messages for their customers, letting us take care of the complexities of processing their customer data reliably at scaleWe’re in the running to power the entire customer data ecosystem, and we need the best people to take the market. Our goal is to make life easier for our customers and to leave them with the “wow” feeling of having solved their technical issues with ease.
 
 
About You:
 
You are excited to contribute to an amazing overall customer journey and experience. You have a background in helping people troubleshoot a wide variety of issues related to account and billing concerns and love to think about how to aid users in on-boarding seamlessly to get the most out of a product. Segment is a highly technical product, and many of our users are engineers, so you should be excited and open to learn, or have past experience helping a technical audienceBonus if you also have experience in our industry (SaaS, data, analytics) or have basic SQL knowledge to aid in tracking important metrics related to the user experience! 
 
About the Role: 
 
This role is key in helping our users onboard effectively and reducing churn. You will be answering customer inquiries primarily about issues related to account management, product feedback, and billing concerns. A large part of the job is handling one-to-one email interactions like helping customers understand what Segment is, getting them comfortable with our app, and working through best practices for basic implementation
 
You will work closely with our technical support team as they will be your main escalation point when customers have more deeply technical questions about our product. You will also help to test for and escalate bugs to our product team. We take customer feedback seriously and this role is key in ensuring we have on-the-ground knowledge about what challenges our users are experiencing frequently and delivering this information to our product team. 
 
Responsibilities: 
  • Answer questions from customers and partners, primarily via email (understanding Segment, best practices, pricing, billing, etc.)
  • Be an advocate internally to ensure an amazing experience for our customers
  • Escalate technical issues to engineering and qualified leads to sales
  • Scope and build new processes that improve efficiency and scalability of the team
  • Develop a strategy to draft and maintain macro responses
Requirements:
  • Track record of exceptional customer service
  • Effective communication in stressful situations, especially in written form
  • Scope complex internal projects with multiple stakeholders
  • Experience learning technical skills rapidly 
If these statements describe you, you’d be a great fit:
  • Solving customer problems energizes me
  • I want to be an advocate for customers inside of my company
  • I enjoy complex puzzles and want to support a highly technical product
  • I like to be surrounded by a technical team and am open to rapidly scaling my technical knowledge
  • I thrive in ambiguity and feel comfortable owning projects from ideation to completion
You’ll be joining a team that loves making life easier for people. If you enjoy working with smart people and helping build a company that cares about quality and culture, you’ve found the right place. We encourage you to apply if this role excites you - even if you think you may not meet all of the qualifications. At Segment, we live by four values: karma, drive, tribe, and focus. We are always looking for outstanding individuals with diverse backgrounds and perspectives who embody these values. To learn more about life at Segment and our commitment to diversity, equity, and inclusion, visit our LinkedIn page. We’re excited to meet you!

Segment is an equal opportunity employer. We believe that everyone should receive equal consideration and treatment in all terms and conditions of employment regardless of sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, gender identity, gender expression, race, color, religion, creed, national origin, ancestry, age (over 40), physical disability, mental disability, medical condition, genetic information, marital status, domestic partner status, military or veteran status, height, weight, AIDS/HIV status, and any other protected category under federal, state or local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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