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July 9, 2020

Support Specialist

Full-Time · Anywhere (Remote or San Francisco) · Customer Success ·

Cresta is on a mission to make office workers 100x more effective (10x better and 10x faster) through the help of Artificial Intelligence. Fortune 500 companies use Cresta to transform their contact centers into teams of experts resulting in top-level revenue, efficiency, and customer satisfaction gains. Cresta is backed by top investors such as Greylock and Andreessen Horowitz, is chaired by Sebastian Thrun, and was originally spun out of the Stanford Artificial Intelligence lab.

Our Customer Success team ensures that customers are getting the most value out of Cresta and as a result of our company's growth we are looking to bring on our first support specialist. This is a unique opportunity to be the front facing person for Cresta's user base and interact with our users on a daily basis while learning about how AI products work and scale.
If you enjoy problem solving, have great written skills, and are curious about technology in general, we'd love to hear from you!

What you'll do:

  • Spend the majority of your time interacting with Cresta's users through various communication channels such as Intercom and email
  • Be responsible for talking to users to understand why they're chatting in and what feedback or questions they have and then for triaging, organizing, and communicating these conversations throughout the company
  • Be responsible for proactively identifying opportunities and implementing solutions when possible to help increase user engagement or address commonly asked questions
  • Get hands on experience in a rapid growing startup and get to learn about what goes on behind-the-scenes of AI enterprise software development
  • Have career growth opportunities in other customer facing roles such as implementation or customer success management

  • We're looking for someone who:

  • Is a fantastic written communicator, not only fluent (and highly proficient in English) but able to communicate in a professional, yet personal and empathetic way
  • Can solve open ended problems and is patient and empathetic towards users when asked with an open ended question (and has the ability to ask questions in return to get to clarity)
  • Is highly organized and interested in creating systems that help everyone at the company have context on what our users are saying. A bonus would be knowing some basic data analysis tools or technologies and capable of creating reporting dashboards
  • Has some prior experience in a customer support or service role. As the first hire for this role the expectation is you are coming in with some experience to help instill best practices and processes
  • Is willing to work full time in Eastern Timezone hours with the occasional on-call weekend or holiday as our customers need us
  • As an additional bonus would be have some working technical knowledge of modern web applications (e.g. React) and would be interested in making small tweaks or changes as needed. Even knowing about how to use web debugging tools like Chrome Dev Tools would be a plus.