Senior Support Specialist
Core
First point of contact for users, providing hands-on technical support and troubleshooting product issues for the Deaf and hard-of-hearing community.
Role type
Senior Support Specialist (via careerplan.io/jobs/D8-007-FC-F6B-senior-support-specialist-at-rylo)
Builds
Seamless communication experiences for Deaf and hard-of-hearing users
Domain
Consumer technology / Accessibility
Deliverable
client delivery
Required skills
Technical troubleshooting, cross-functional collaboration, root cause analysis, clear written communication, multi-tasking
Preferred skills
Intercom platform experience, Mixpanel, Linear, Monday.com, Asana, automation flows
Responsibilities
Respond to customer inquiries via chat, email, and other channels; investigate and troubleshoot product issues; educate users on service utilization; track and document interactions to identify improvement areas; escalate complex technical issues to Product and Engineering teams
Seniority
Senior, hands-on IC