Customer Support Associate
Supports Coast customers through onboarding, training, troubleshooting, escalations, and adoption initiatives. The role requires strong communication, problem-solving, product knowledge, and regular onsite work in the Salt Lake City area.
About the job
Responsibilities
- Manage customer service activity through relationship-building, product knowledge, responsiveness, and execution.
- Operationalize customer engagement and service workflows using the customer success platform.
- Maintain deep product knowledge, recommend relevant functionality, and troubleshoot customer issues.
- Partner with Product and Engineering to identify and track enhancement requests.
- Handle escalations and coordinate cross-functional issue resolution.
- Represent the voice of the customer and provide feedback to improve customer value and retention.
- Support customer onboarding, implementation, product training, adoption, and retention.
Requirements
- Ability to work flexible hours, including some days starting at 6:00 AM Mountain Time.
- Ability to work onsite at the Draper office 3–4 days per week.
- Excellent written and verbal communication skills.
- Strategic thinking, problem-solving, and prioritization skills in a fast-paced environment.
- Service-oriented mindset and motivation to create positive customer interactions.
- Ability to support customers primarily by phone, with occasional email and text-message support.
- Initiative, high energy, and a proactive approach to execution.
Benefits
- Growth and career development opportunities.
- Medical, dental, and vision insurance.
- Flexible paid time off, including vacation, personal well-being days, and paid holidays.
- Paid parental leave.
- $500 annual education stipend.
- Financial wellness resources, including webinars, equity tax advisory access, and a company-sponsored 401(k).
- $400 home-office accessories allowance.
Skills
Customer Service, Customer Onboarding, Product Training, Customer Retention, Troubleshooting, Product Knowledge, Customer Success Platform, Product Feedback, Issue Escalation, Written Communication, Verbal Communication
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