What are the responsibilities and job description for the Customer Support Engineer position at Momence?
Job Description
Job Description
About Momence
Momence is a cutting-edge booking and communications platform for experience-based businesses, catering to yoga and pilates studios, gyms, dance schools, salons and spas, golf facilities, swim schools, and more. We empower thousands of businesses by facilitating scheduling and payments, streamlining communication, and automating their business backend. Our customer-facing Momence app is used by hundreds of thousands of customers monthly to book wellness experiences.
As a remote-first company backed by Y Combinator (Summer 2020), we are revolutionizing the experience economy by providing modern software solutions to an underserved industry.
About the role
Momence Customer Support Engineers provide advanced technical support to our customers, ensuring prompt and effective resolution of their inquiries and issues. Their in-depth technical knowledge, strong problem-solving skills, and commitment to delivering exceptional customer experiences contribute to the success of our support team. With opportunities to collaborate with internal stakeholders and directly interact with customers, their work has a direct impact on improving the Momence customer experience.
A Customer Support Engineer at Momence could expect to nurture the team's success in the following ways :
- Resolving escalated issues : Handle technically challenging tickets escalated from non-technical support teams; utilize internal tools (admin-access dashboards, SQL databases, server logs, browser developer tools, etc.) to investigate and identify resolutions to customer issues
- Accurately assess, diagnose, and relay : Distinguish between bugs, incidents, product feedback, and needed UX improvements, providing accurate, tailored solutions for customers; provide proactive feedback and actionable feature requests to our engineering teams based on customer needs and observations
- Live "Customer-obsessed : " Coordinate and draft excellent communications to customers and internal stakeholders, ensuring clarity, timely updates, and customer delight; recognize that timeliness and quality solutions support our value of being Customer-obsessed
- Continuous improvement : Take a data-driven approach to identifying and remedying common customer issues; identify and address trends in customer inquiries to improve product documentation, knowledge base articles, and support processes
- Team support : Mentor and assist junior members of the customer support team, sharing technical expertise, best practices, and providing guidance.
This is a full time, fully remote, employed position, for which we're considering candidates residing in the United States, able to support customers in U.S. time zones.
The standard working schedule for this role will consist of either Sunday through Thursday or Tuesday through Saturday shifts, with a typical workday from 10am - 6pm PST.
About you
When you read Momence's Core Values, your eye finds "Customer-Obsessed" first. You're energized by the prospects of supporting the business owners who comprise Momence's customer base. You recognize that responsiveness, accuracy, and detail-orientation are just as important to positive customer outcomes as empathy, support, and caring communication.
You're comfortable working in SQL; while you need not be an expert, you're confident with beginner functions, and unafraid to flex into intermediate and advanced activity from time to time. You work well autonomously and independently, relying on supportive teammates for an assist when needed, but delighting in the solo hunt for the right resources to solve the problem first. Escalated customer issues don't phase you; you're an experienced Support Engineer who's managed escalated concerns before, and you're confident in your ability to assess which issues need further technical or Engineering support to resolve.
If you're SQL-savvy, enjoy working with a high degree of autonomy, customer-obsessed, and have experience in technical customer support, we might just be a great fit!
What you should have
While we welcome experience from a wide range of career and industry backgrounds, all candidates should meet the following qualifications for consideration :
We'll be particularly excited if you also have
About the interview process
Our CSE hiring process allows thorough and accurate review of each candidate's fitness for the role, while offering candidates plenty of opportunity to ask questions and learn more about Momence along the way. All CSE applications are reviewed by a real person (👋!). If progressed to the interview stage, here's what you can expect :
What we offer
Compensation
The compensation range for this position is $95k - $120k USD
All offers are contingent upon the successful completion of a background check.
At Momence, we celebrate diversity and strive to create an inclusive environment where there is respect, regardless of your background or identity. We are committed to being an equal opportunity employer and welcome you as you are.
Salary : $95,000 - $120,000
