UNIFI Labs
Full Time
US only

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The Customer Support Lead will be responsible for leading customer support efforts and processes at UNIFI Labs, Inc. The Customer Support Lead will be the front-line face of the company for customers who may be experiencing issues while using the company's products. This person will help grow and evolve the UNIFI Labs customer support program.


Major Responsibilities

•Triage and respond to customer requests through our CRM

•Help develop and maintain customer support Service Level Agreements (SLA)

•Refine, revise, and review the Support Team's Standard Operating Procedures (SOP's)

•Escalate any issues outside the support team's capabilities to our Product/QA team to resolve

•Develop and maintain the company's Knowledge Base (KB) and Frequently Asked Questions (FAQ)

•Report periodically on the effectiveness of the support team and help establish and track our Support team KPIs

•Work closely with the Product, Development, Quality Assurance, and Customer Success teams to help improve the company's products and level of service


Qualifications

•3+ years in a software customer support role

•Self-Starter with the ability to pick up new ideas and concepts quickly

•Strong oral and written skills

•Ability to apply critical thinking to help customers resolve their issues in a clear and helpful manner

•Strong organizational and project management skills

•An understanding of empathy and how to apply it to create a great customer support experience

•Preferably based in Las Vegas, NV, qualified remote candidates will be considered


Bonus

•Familiarity with Building Information Modeling (BIM)

•Familiarity with Autodesk Revit, AutoCAD, and Civil3D

•Experience using Salesforce as a CRM

•Familiarity with Jira or other bug/issue tracking systems

•Familiar with Agile SCRUM software development methodologies

•Familiar with Windows Software Development in an Enterprise IT


About UNIFI Labs

UNIFI Labs is a software and services company serving the building industry. We're building the market-leading cloud platform for managing BIM content and ensuring data consistency across the building design lifecycle. The company was founded in April 2016 and we have over 30 employees, based out of Las Vegas. We are a dedicated eam passionate about making an impact in the industry. We offer a variety of benefits, including unlimited PTO, a flexible WFH policy, equity, and fully covered healthcare. UNIFI Labs is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.