Associate Support Representative, Braze
$55-64k
OTE
$49.5-57.6k
BASE
Plus equity grants of restricted stock (RSUs) and Employee Stock Purchase Plans
5+ days a week in office
Customer engagement platform
Be an early applicant
Customer engagement platform
1001+ employees
Be an early applicant
$55-64k
OTE
$49.5-57.6k
BASE
Plus equity grants of restricted stock (RSUs) and Employee Stock Purchase Plans
5+ days a week in office
1001+ employees
Company mission
To lead lasting connections between consumers and brands they love.
Role
Who you are
- If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back
- To flourish here, you must be prepared to set a high bar for yourself and those around you
- A degree from an accredited college or university, a certification from a technical boot camp, or equivalent technical experience
- Familiarity with case management tools such as Salesforce, Zendesk, or similar CRM ticketing systems
- Excelling in written and verbal communication, with the ability to translate complex concepts into clear, understandable language for diverse audiences
- Strong analytical, troubleshooting, and problem-solving capabilities
- Ownership of customer cases, with the ability to effectively manage and resolve complex technical issues through debugging and troubleshooting
- A genuine passion for helping customers and resolving their issues efficiently and effectively
- Thriving in fast-paced, high-volume environments, with adaptability to shifting priorities while multitasking and maintaining performance under pressure
- A proactive problem solver with intellectual curiosity, who enjoys collaboration in team settings to address challenges
- Successful management of time-sensitive, high-pressure customer issues, showcasing resilience and adaptability
- Strong written and verbal communication skills in English
- Experience with technologies such as HTML, CSS, APIs, and/or SQL is a plus
- Experience with tools such as Postman, Snowflake, and/or Kibana is a plus
What the job involves
- This role requires you to work a weekend shift. The hours for the role will be 9:00 AM - 5:30 PM EST Wednesday-Friday and 12:00 PM - 8:30 EST Saturday - Sunday, with Monday and Tuesday being your off days
- As an Associate Support Representative, you will be an integral member of our Global Technical Support Team, responsible for managing post-sale technical relationships with our customers
- Acting as the initial point of contact for inbound technical inquiries, you will take ownership of, prioritize, troubleshoot, and develop response plans for complex support issues related to our platform
- By collaborating closely with your Global Technical Support teammates and other departments, you will ensure customers can swiftly and effectively overcome any technical challenges they face
- Your role may also include participating in an on-call rotation to provide coverage for occasional holiday shifts
- Additionally, you will contribute actively to our knowledge database, fostering a culture of learning and sharing insights that benefit both teammates and customers
- You will be presented with challenging projects that not only improve your technical skills but also develop your project management abilities, expertise in tooling and automation, and knowledge of mobile ecosystems and more
Our take
Braze was founded out of an opportunity to build a company in the mobile space, inspired by the success of Android. This decision was driven by the belief that technology can help build stronger and more valuable relationships between brands and customers. It is now a leading customer engagement platform that powers connections between consumers and the brands they love.
Braze does this by delivering messaging experiences through push notifications, apps, and emails, built specifically for today's always-connected customers. This replaces badly integrated tools and outdated databases, making customer relationships more personalised through cross-channel messaging, journey orchestration and AI-powered experimentation and optimisation. Through this, Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform.
As a venture-backed company, its clients now include Headspace, Canva, Max, Headspace, Domino's, Peloton and Depop. These clients use Braze to launch more effective messaging campaigns with less effort in the current mobile-first world. No doubt its placement on the 2024 US News Best Technology Companies To Work For list will draw in more talent, whilst its growth to 10 new offices across North America, APAC regions and Europe indicates promising growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
42% female employees
10% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Oct 2018
$80m
SERIES E
Aug 2017
$50m
SERIES D
Total funding: $182.7m
Company benefits
- Flexible Vacation Policy: Take the time you need to balance your work and life in the way that suits you best
- Equal Paid Family Services: We offer fertility benefits along with equal paid parental leave, so you can focus your energy on your growing family
- Retirement Planning: We support you as you plan for your future. Braze will begin matching contributions into our retirement plan on your first day of employment
- Equity Stake: We provide equity to full-time employees—regardless of role or tenure—so that when we grow and succeed, you do, too
- Learning & Development: We support your professional growth through formal career pathing, the Braze University learning platform, and tuition reimbursement
- Remote Availability: Braze fosters an environment that harmonizes the needs of the business and the needs of its employees
- Global Presence: Our global presence—10 cities and growing—provides opportunities to work and connect with top talent around the world
Company values
- Take Your Seat at the Table: Our community welcomes and respects your unique talents and perspective. Roll up your sleeves and join in - we’re building Braze together
- Don't Ignore Smoke: With constant vigilance, we help each other notice issues before smoke turns to fire. When others come to us, we celebrate the messenger and assist them however we can
- Shape the Future: We believe in the positive trajectory of change. We make investments, take calculated risks, and guide others down the path of our vision for the future
- Embrace Curiosity: We are explorers of details and new horizons. We embrace a growth mindset and pursue our curiosities to acquire new mastery and hone existing skills
- Seek the Truth: We combine intelligence with humility to challenge our assumptions and ask thoughtful questions. We make better decisions by deeply understanding our world
- Be a Human: Each of us contributes to the Braze culture through our individuality. We operate with integrity, and above all else, we are kind
Articles
Leadership
Bill Magnuson
(Co-Founder & CEO)Previously a Software Engineer at Google and Bridgewater Associates before co-founding Braze in 2011.
Jon Hyman
(Co-Founder & CTO)After graduating cum laude in Computer Science at Harvard, Jon joined Bridgewater Associates' Core Technology department and worked on the Forbes Technology Council before co-founding Braze.
Salary benchmarks
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Diversity, Equity & Inclusion at Braze
- Developing robust methods to track and measure representation data across different intersectionalities
- Expanding our presence at affinity events, including conferences, meet-ups and in-house gatherings
- Enhancing our manager training program to incorporate DEI-specific training within the curriculum
- Integrating DEI concepts into existing training, including new hire onboarding
- Launched a company-wide mentorship initiative, which aims to cultivate a richer employee experience and foster a sense of community throughout our workforce
- Enhancing recruiting efforts and manager training to embed inclusivity in our business processes
- Supporting 10 employee resource groups (ERGs) that represent diverse affinity groups and interests
- Organized the ERG Lead Summit, which facilitates the exchange of experiences, insights, and best practices among ERG Leaders
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