About us:
Thena is the leading platform for customer engagement and intelligence, built for the needs of modern businesses. Forward-thinking brands such as Mixpanel, WorkRamp, Sprig, Incident, and Etsy use Thena to supercharge their customer facing functions by tapping into the synergy of AI and real-time messaging platforms like Slack.
Founded in 2022 and backed by First Round Capital and Lightspeed VP, we are a fast growing team spanning across Mountain View, New York City and Bangalore. Thena is ranked by G2 as #1 for chat/live support, workflows, and ticket response user experience. We believe the future of customer communications is one of simplicity, unity, and empowerment. Interested in learning more? Visit www.thena.ai
Role:
- Respond promptly to customer inquiries via Slack and email.
- Identify and troubleshoot technical issues reported by customers.
- Provide step-by-step guidance and solutions to resolve customer problems.
- Collaborate with cross-functional teams to escalate and resolve complex issues.
- Document customer interactions and solutions in the internal knowledge base.
- Proactively identify opportunities to improve product functionality and customer experience.
- The core operational hours for this position are from 6 PM to 12 AM IST.
Required Qualifications:
- 3-4 years of experience in B2B SaaS customer support roles.
- Strong technical aptitude and ability to quickly learn and understand complex software systems.
- Excellent communication skills, both written and verbal. English proficiency.
- Proven track record of delivering exceptional customer service in a fast-paced environment.
- Familiarity with help desk software and ticketing systems.
- Basic knowledge of databases / SQL.
- Familiarity with: Retool, Hubspot, Linear / Jira.
- Ability to work independently and collaboratively within a team.
Benefits:
- Comprehensive health insurance for you and your family, ensuring peace of mind.
- ESOPs offering a stake in our company's success and growth trajectory.
- Generous flexible budgets dedicated to your learning and development.
- Robust mental wellness programs supporting the holistic well-being of our team.
- Access to high-end hardware and software tools, optimizing performance and innovation.
