Customer Support Associate
Learn to Win
Customer Service
Remote
Posted on Feb 3, 2025
Customer Support Associate
Location: San Francisco Bay Area (preferred), Remote
About Learn to Win
Learn to Win is the leading personalized, predictive, and secure enterprise training software provider. By leveraging artificial intelligence, data science, and a modern cloud-native platform, Learn to Win transforms how organizations train their teams to drive winning outcomes in complex, fast-paced environments.
The company is trusted by the world's most critical systems and serves over 75 enterprise customers in the U.S. military, life sciences, manufacturing, supply chain, and professional sports industries.
Founded in 2019, Learn to Win is headquartered in Redwood City, California, and backed by top investors, including the Westly Group, Norwest Venture Partners, and Pear VC.
About the role
The Customer Support Associate plays a critical role in delivering exceptional support to customers by addressing technical queries related to the Learn to Win platform through various support channels. This role involves troubleshooting and resolving escalated technical issues while actively seeking opportunities to enhance processes and improve the customer experience.
As part of a small and rapidly growing company, responsibilities may extend beyond a defined task list. The ideal candidate is a quick learner with a proactive mindset. They are ready to adapt to the evolving needs of our agile team and thrive in a dynamic, fast-paced environment.
Your day-to-day
Gather the required information necessary to best handle customer software and technical inquiries.
Resolve software and technical questions for customers efficiently and effectively through phone, chat, and email.
Meet SLAs such as response and resolution times
Research and document customer technical issues in Jira and Slack
Collaborate with cross-functional team members to properly manage customer inquiries and escalate when appropriate
Create documentation and communications to help customers understand product features, such as managing the external Help Center and creating initial drafts of product update emails
Document solutions for knowledge base and bring new ideas for innovation and automation excellence to the team
Gather and analyze data for types of issues and proactively work with the relevant stakeholders to prevent and address common reported issues
Share weekly, quarterly, and annual support data internally for company stakeholders
Support sales and CSMs by helping with content creation and client implementation as needed
Assist in managing a set of partner accounts
Assist the product team with testing and logging bugs as needed
Complete tasks or assignments outside of the job description as approved by management
This role requires weekend availability to handle support tickets (typically under 1 hour total per weekend)
What we’re looking for
Problem-Solving and Decision-Making: Skilled in guiding customers through key moments of their experience across any contact channel.
Team Collaboration: A dedicated teammate who can adapt to follow or lead depending on the situation and is willing to pitch in wherever needed in a dynamic, fast-growing environment.
Customer Service Excellence: Passionate about delivering outstanding service with strong active listening, written, and oral communication skills.
Curiosity and Learning: A curious, results-oriented learner who dives into existing or new products to understand them inside out.
Technical Proficiency: Learning and articulating software and technical concepts to non-technical customers and end-users. Experience with Zendesk is a plus.
Problem Analysis and Debugging: Strong debugging skills with the ability to "zoom out, "ask the right questions, and explain complex issues in simple terms.
Resilience and Positivity: Stays calm and positive under pressure, effectively handling challenging and stressful situations.
Attention to Detail: Meticulous in communication and documentation when engaging with customers.
Initiative and Independence: Takes initiative, works independently, and manages tasks with minimal supervision.
Cross-functional collaboration: Works effectively with cross-functional teams and stakeholders to achieve goals.
Qualifications
Experience in a technical software environment
Demonstrable experience supporting and solving complicated issues, mainly via live and asynchronous channels
Knowledge of common help desk/ticketing solutions
The ability to work with conflicting priorities by taking initiative and prioritizing accordingly
Able to articulate technical solutions with customer-friendly communication skills
Technical writing ability
Will be required to obtain a DoD ECA Digital Certificate
A note on what we’re looking for
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Learn to Win we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
To Apply
Please send your resume to Victor Balderas at vbalderas@learntowin.com