Customer Success Lead

About You

You enjoy problem solving and find a deep sense of personal satisfaction when your customers are happy and successful.

As an effective communicator, you understand how to connect with your audience and excel at providing simple explanations about complex systems. As a self-starter, you are enthusiastic about finding the best ways to support a community of passionate users.

You are passionate about art and helping people express their creativity. You enjoy writing and are up to the challenges of educating users on a new type of hardware interface: Monogram Creative Console.

Responsibilities

• Provide fantastic customer support via email, videoconferencing, and social media channels at all stages of the customer lifecycle
• Work with customers to investigate and resolve technical issues
• Maintain public support channels including help center articles, forum threads, and social media posts
• Manage hardware warranty program and Console Care performance
• Share prioritized bug and feature requests; escalate issues when needed with hardware and software team leads.
• Represent the voice of the customer to provide qualitative feedback for software changes proposed by other team members
• Design, implement and refine processes you deem necessary to ensure quality standards
• Reporting to the Product Experience Manager, you partner to develop and deliver amazing creative experiences to the Monogram community
  

Required Skills

• 2+ years of technical support and/or customer support experience
• Excellent written and verbal communication skills with attention to detail; an understanding of audience, medium, tone, and priority for each unique case
• Strong problem solving and troubleshooting skills
• Motivated and independent; able to formulate strategies and prioritize tasks with minimum supervision in a fast-paced environment
• Creative background in photography, film, music, or animation

Bonus Skills

Prior experience with:

• Zendesk, Intercom, or other customer support platforms
• Git version control
• End-to-end, integration, and unit tests
• Scripting, UI automation, or accessibility tools
• UI/UX design or research

Familiarity with some of the following software:

• Adobe Creative Cloud, including Lightroom, Photoshop, Premiere Pro, etc.
• NLEs like FCPX, Resolve, Media Composer, etc.
• 3D software & game engines including Maya, Blender, Unreal, etc.
• DAWs like Logic Pro X, Ableton Live, Cubase, etc.

Fluency in multiple languages is an asset

Why this role will be awesome for you:

• You’ll use your communication, problem-solving, and creativity on a daily basis to help thousands of professionals do their best work
• Work in the heart of the innovation district alongside other growing startups (Note: temporarily remote)
• Get licensed access to our supported suite of applications, including Adobe Creative Cloud, Capture One Pro, Logic Pro X, and more
• Team lunches and monthly game nights
• Use state-of-the-art technologies to build the hardware interface of the future