Looking to work on a cool hardware product that you'll actually use? Ok that’s vague, but we’re still stealth and that means we have to be vague. Let’s just say that what we’re building is a smart piece of hardware that lives in your home and improves your life literally every day. No Joke.
We’re looking for a technical support lead who can not only help us support our customers but build out our team and content to enable us to have fantastic customer support from launch day onward.
This role is viewed as guardian of the product’s “other half” - our customers. We believe our company’s product is improving our customer’s day to day lives. This product thus requires two parts - the hardware product itself and the customer. The support team owns making sure our customers are successful and can enjoy the benefits of having our hardware in their homes. You own the relationship with the customer from the moment the customer buys our product onward.
Specific responsibilities include:
Own customer success and satisfaction
Define customer support process
Integrate support tools
Define escalation procedures
Own creation of support and learning content
Informational Blog Posts
Customer ongoing education content
Build and define our customer support function
Lead the definition of how we support our customers
Drive our plans for team growth including how we use internal vs. external resources and how we measure success.
Identify and establish responsibilities for internal stakeholders in the company with respect to support activities.
Who We Are:
We’re a home automation company building a device you’ll use every day that will make your life easier while also improving your health. We’re Series A funded and backed by early investors in Uber, Dropcam, Siri, Roku, August, and Eero.
We strive daily to build a company culture that values family, trust, and transparency.
We wish we could tell you more but we are in stealth mode so you’ll have to reach out to us directly to get the full story.
BS or Two Year Degree
2+ Years of technical / customer support for a consumer hardware product
Hands on experience installing home appliances such as switches, thermostats, plugs, lighting fixtures.
Required license or certification:
Funded connected device company creating a new health and wellness device that will change the way people experience their spaces.
We're at the forefront of applying the latest technologies to a challenging problem. Hardware, firmware, Android, RxJava, iOS, Swift, AWS, Deep Learning and more are all on the table and being implemented everyday.