Senior Customer Support Specialist

The Senior Customer Support Specialist works as the primary escalation point for all bugs and technical issues within the Vida customer support team. The Senior Customer Support Specialist troubleshoots and resolves internal and external technical issues within the product, supporting Vida’s coaches, partnering enterprises, as well as individual clients. The Senior Customer Support Specialist works closely with the engineering and QE teams to troubleshoot and identify bugs within the client and coaching apps. This person also plays a key role as the voice of the support team during bug triage and sprint planning meetings to prioritize important bug fixes and product features. This person will also maintain internal support documentation required for operational work. This person will also support the internal providers with their questions, issues, documenting their work flows.

• 2-5 years of customer success or support experience in a growing and fast-paced technology company

• Willing to work some nights and weekends

• Comfortable handling technical and non-technical cases

• Positive and optimistic personality - no problem is too big

• Excellent listening and problem-solving skills with a passion for helping people

• Outstanding written and oral communication skills, with the ability to explain technical problems or solutions to a non-technical audience

• Strong time management, task management, organization, and prioritization skills

• Empathy, desire to learn and grow

All your information will be kept confidential according to EEO guidelines.