• Develops in-depth knowledge of the company's offerings and provides information and recommendations to customers.• Responds to and resolves all incoming customer support requests from multiple sources, including emails, in-app chats, and issues forwarded from Customer Success Managers.• Diagnoses, troubleshoots, and ensures appropriate actions are taken to provide effective workarounds and resolve customer issues in a timely manner.• Creates and maintains support Standard Operating Procedures (SOPs) to streamline processes and enhance efficiency in handling customer inquiries.• Establishes support ticket ownership processes to ensure clear accountability and prompt resolution of customer issues.• Provides timely updates to customers and internal teams on the status of pending support tickets.• Serves as an escalation point for Small and Midsize Business (SMB) customers.• Assists SMB customers after hypercare.• Communicates efficiently and collaborates with various internal teams to ensure customer satisfaction.

• Define and carry out the vision of the client and champion itthrough the entire organization while also managing tacticalinitiatives.• Work with stakeholders to define and translate strategic businessideas into production.• Manage technical projects, track progress towards milestones, andkeep tabs on all the moving parts of agile planning anddevelopment cycles.• Communicate the state of projects across teams, stakeholders aswell as executives.• Research, troubleshoot, diagnose, and recommend solutions tocomplex business and technical problems.• Partner with the rest of the Product organization to continuouslyimprove our processes.

• Lead, drive and coordinate activities around onboarding andenablement for customers• Support customer health and metrics with Account Managers, andkey stakeholders throughout onboarding and during the learningperiod.• Analyze improvement projects or professional developmentactivities• Solve and address issues or problems for customers working withfinance, support, sales etc. so customer satisfaction remains at highlevels.

• Provide professional training and onboarding help to customers• Lead, drive and coordinate activities around onboarding andenablement for customers• Learn and support customer health and metrics with AccountManagers, and key stakeholders throughout onboarding and duringthe learning period.• Performs other duties and analysis such as improvement projectsor professional development activities• Solve and address issues or problems for customers working withfinance, support, sales etc. so customer satisfaction remains at highlevels.

• Created company-wide instructional curriculum and relatedmaterials to educate new hires and hone current employees’capabilities• Deliver product training to domestic and international hirees toincrease product knowledge• Coach and mentor employees with primary and supplementaryprocesses and procedures• Evaluated and assessed new hires’ certification to enable them tobecome better assets to the company

• Built and maintained relations with 3rd party vendors to ensurestrong connections• Coordinated and completed meetings for flawless execution ofproduct updates with 3rd party vendors

• Created and maintained strong relationships with customers• Diagnosed troubleshooted, and resolved complex softwareissues

• Generated showroom traffic through in-bound and out-bound calls• Systematic follow-up and daily appointment setting to increaserevenue

• Created schedules and instructed proper protocol and activities of20 cleaning personnel• Assigned duties, inspected work, investigated complaints andconducted corrective action when needed.• Received, processed and handled tenants’ complaints withhousekeeping