• Monitor the support inbox and optimize workflows to drive down response time • Communicate with customers via phone, email, chat, and video calls, determining the best method based on their needs • Own CSAT scores, connecting with unsatisfied customers to provide a solution • Monitor and own incoming customer reviews, following up where needed to improve a customer's experience • Join the team stand-up to touch base and share priorities and any roadblocks • Troubleshoot issues that users experience and provide recommended solutions to the product development team • Assist new customers with their transition onto the platform, including training and coaching • Monitor self-serve customer resources (support articles and videos) to ensure they are in tiptop shape • Assist with testing newly released features and developing training materials to help promote usage across customers