Lead Support Specialist, Northbeam
$100-140k
+ Equity package
Marketing intelligence platform
Open for applications
Marketing intelligence platform
21-100 employees
Open for applications
$100-140k
+ Equity package
21-100 employees
Company mission
The new standard for eCommerce intelligence.
Role
Who you are
- The ideal candidate understands digital marketing and analytics fundamentals, can reason through data discrepancies, and thrives in fast-moving, lightly structured environments
- 3+ years of experience in Customer Support, Technical Support, or Customer Success
- Experience supporting Software as a Service (SaaS) products
- Background or working knowledge of digital marketing, analytics, or marketing technology
- Experience working directly with customers in a fast-paced, high-touch environment
- Excellent written and oral communication skills, with the ability to adapt messaging for technical and non-technical audiences
- Strong ability to explain complex or technical concepts in clear, easy-to-understand language
- Proficiency in Microsoft Office Excel (for example: VLOOKUPs, SUMIFs, and similar functions)
- Strong analytical and problem-solving abilities
- Strong organizational and time management skills
- Comfortable operating with ambiguity, limited structure, and evolving processes
- Ability to manage multiple customer conversations and priorities simultaneously
What the job involves
- The Lead Support Specialist role is a key member of the post-sales team, working closely with Customer Success and directly with customers, while partnering as needed with Product and Engineering
- This role owns the quality and consistency of customer support while handling complex, ambiguous customer issues that require strong analytical thinking, clear communication, and cross-functional coordination
- In addition to day-to-day support, this role is responsible for identifying where our support systems, processes, and tooling can improve, and helping drive those improvements
- Act as the primary point of contact for customer inquiries and internal support tickets from client-facing teams via email, recorded screenshares, live video calls, and internal channels
- Handle complex, high-context customer issues that require investigation, explanation, and coordination across teams
- Work directly with customers to troubleshoot setup, data health issues, and product-related questions
- Identifies educational gaps in how customers understand the platform and works to close those gaps through documentation, product changes, improved onboarding, or better explanations
- Collaborates closely with Customer Success, Product, and Engineering—working cross-functionally without needing deep backend expertise—and understands when to escalate technical or product-level issues with clear context and detailed reproduction steps
- Proactively recommend and help implement improvements to support workflows, documentation, tooling, or handoff processes
- Surface patterns in customer pain points and provide actionable feedback to Product and Engineering
- This role will help shape how support operates and scales over time
Application process
- The interview process varies by role but typically begins with a 30-minute interview with a Northbeam recruiter, followed by a video interview with the hiring manager
- Next, candidates complete a role-specific video interview followed by video or onsite interviews with several team members
- The final step is a video interview with our CEO/Co-founder. The entire interview process is usually 5-7 interviews total and requires around 5-8 hours of your time
- We accept applications on an ongoing basis
Our take
Traditionally in-person stores used a plethora of consultants, accountants and agencies to seek improvements that would boost their bottom line. Now, in the age of internet-enabled commerce, data richness and a totally new customer acquisition landscape has made those services irrelevant.
Instead, startups like Northbeam have emerged to fulfil those roles for the modern age. In particular, Northbeam provides services for eCommerce intelligence. That means applying machine learning and first-party data to drive more efficient and scalable marketing strategies.
Its recent integration with MNTN highlights how that role is evolving even further, bringing channels like connected TV into a single, trusted measurement framework. By replacing fragmented reporting and intuition with clear, data-backed insights, Northbeam is positioning itself as essential infrastructure for modern eCommerce decision-making.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (1 round)
Aug 2022
$15m
SERIES A
Total funding: $15m
Company HQ
SoMa, San Francisco, CA
Leadership
Austin Harrison
(CEO)Previously helped build the first audience panel for NetRatings which went public in 1999 and Nielsen acquired the last 40% in 2007 for $327M.
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