Senior Technical CX Specialist

📋 Description

• Own a full, high-volume support queue while consistently handling the most complex, high-impact, or
• Serve as the senior escalation point for technical investigations, edge cases, and
• Lead live customer calls to troubleshoot issues in real time, set expectations, and drive
• Apply expert-level troubleshooting across product workflows, integrations, APIs, and system
• Exercise strong judgment in deciding when to resolve independently vs. when to escalate or involve
• Partner closely with Engineering and Product on bug investigations, reproductions, prioritization

🎯 Requirements

• 4–6+ years of experience supporting complex, AI-powered or machine learning–driven products in a
• Proven experience acting as a senior escalation point for complex, technical, or high-risk customer
• Strong technical troubleshooting skills, including comfort working with APIs, integrations, and
• Experience managing bugs and collaborating closely with Product and Engineering teams.
• Ability to handle high ticket volume while maintaining exceptional quality, responsiveness, and
• Confidence leading customer calls and communicating clearly with both highly technical and

🎁 Benefits

• Equity
• Bonus