Customer Support Lead

Job Description:
Rhumbix is looking for a Customer Support Lead to help our growing customer base. As a Customer Support Lead, you will support our current customers when they run into issue both via our phone and email channels. You will manage our developing support and knowledge base processes as the team and customer base grow.

This role is ideal for a driven and detail-oriented individual who enjoys the challenge of supporting many ongoing support cases whether the users are experiencing technical issues or they simply need some guidance. At the same time, you will help scale and optimize current processes for this developing function. We are looking for a highly motivated individual with prior customer support experience. You will be part of the Rhumbix Customer Success Teams in a perfect place to help grow the organization and your own skillset.

Requirements:
  • 1+ years of enterprise customer support experience
  • Strong communication skills to both technical and non-technical audiences
  • Highly organized with the ability to juggle many customers support issues concurrently
  • Desire to optimize processes and increase organizational efficiency

Day-to-Day Responsibilities:
  • Manage the incoming support cases via phone and email in Desk.com
  • Record and communicate common customer issues with Customer Success & Product teams
  • Source new tool and manage transition from Desk.com to a new solution
  • Lead efforts to upkeep customer support knowledge base articles

Company Background:
Working at Rhumbix is a once-and-a-lifetime experience. If you think that’s just window dressing - come visit our office and see for yourself. Our mission is to continuously improve the way the world is designed and constructed by building tools for the blue-collar, craft workforce. Construction is the second-largest industry in the world, and it’s never experienced an industrial revolution. Advancements in mobile technology and wireless connectivity over the past few years have paved the way for a new software asset class on construction sites - mobile platforms for workers who don’t sit at a desk all day - and the future looks bright.

Benefits:
Most importantly, it’s the benefit of working at a company dedicating itself to optimizing, in a very meaningful way, the second largest industry in the world. Within that, we’re aiming to improve the work-life the craft workforce, the lifeblood of this industry. Additional company benefits include:
  • Work with incredibly humble, driven individuals
  • Full medical, dental and vision benefits, we cover up to 90% of the costs
  • 20 days of PTO plus one floating holiday
  • On site shower and lockers
  • Catered team lunches every Friday
  • Personal & Professional Development Coaching
  • Regular Team Events
  • Tenure Based Sabbaticals

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