Customer Support Operations Specialist, SINAI
Integrated ESG and decarbonization platform
Job no longer available
Integrated ESG and decarbonization platform
21-100 employees
Job no longer available
21-100 employees
Company mission
To provide organizations the technology necessary to build deep decarbonization strategies.
Role
Who you are
- 4 - 6+ years of relevant customer support or similar experience in a SaaS or software company
- Experience managing customer expectations and resolution of technical issues promptly
- Experience implementing and using help desk software and remote support tools
- Hands-on success building help documentation library and user resources
- Familiarity working with large enterprise customers
- A passionate and proactive team-player
- Exceptional written and verbal communication skills
- Empathetic, positive attitude with a desire and the ability to solve problems for customers
- Highly organized, process driven, and detail-oriented
- Flexibility, able to operate effectively with uncertainty and change
- Experience working in a fast-paced, high-pressure startup environment
What the job involves
- Serve as an internal resource for product knowledge and collaborate across departments to identify solutions to technical requests from end-users and internal teams
- Develop our knowledge base and add content to our resource library based on resolved cases and perceived customer needs
- Lead the strategy on self-service customers
- Set clear performance objectives and KPIs for the team, aligning them with our business goals and growth targets
- Develop and implement scalable customer support processes, policies, and standards that align with our startup's goals and priorities
- Monitor and analyze customer support metrics, such as response time, resolution time, and customer satisfaction, to drive continuous improvement
- Identify operational inefficiencies and leverage automation and technology to streamline workflows and optimize resource allocation
- Implement and maintain customer support tools and systems, ensuring they align with our startup's unique requirements
- Stay on top of industry trends and emerging technologies, identifying opportunities to enhance our support operations
- Proactively address customer queries, concerns, and escalations, ensuring prompt and effective resolution
- Monitor customer interactions, provide coaching and feedback to representatives to enhance their product knowledge and customer service skills
- Collaborate with cross-functional teams, including Product, Engineering, and Sales, to drive customer-focused process improvements
- Build and improve upon our debugging, triaging, escalation, and resolution protocol to make support a timely and delightful experience for our end users
- Aid with prioritization, planning, technical investigation, and critical communications around high-priority customer inquiries and incidents
Our take
More and more organizations are working to decarbonize their operations, but without the right technology, decarbonization strategies can be difficult to implement. SINAI Technologies aims to solve this problem by helping organizations automate carbon analysis and reporting.
SINAI's platform leverages environmental and financial data to allow companies to analyze, forecast, and model decarbonization opportunities. It also simplifies messy emissions data, facilitating more effective collaboration within organizations. What's more, the startup works closely with its customers to create tailor-made, technology-led decarbonization roadmaps. This innovative Decarbonization-as-a-Service approach has set it apart in the increasingly competitive sustainability market.
Decarbonization is rapidly becoming a priority for many companies and organizations, with countries such as the US implementing stricter regulations for carbon reporting. SINAI has responded to this trend with impressive speed, partnering with the Carbon Future Group in order to expand its services in Brazil. Similar partnerships in other territories could well be on the horizon, and would allow the startup to further consolidate its market share.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Sep 2022
$22m
SERIES A
Aug 2021
$10m
SEED
Total funding: $36m
Company benefits
- Health, Dental and Vision care
- Parental leave
- Flexible PTO
- Wellness Benefits
- 401k
Company HQ
Mission District, San Francisco, CA
Leadership
Maria Fujihara
(Founder & President)Previously worked as a Technical Coordinator at Green Building Council Brasil, and was a Coalition Advisor at Project Drawdown.
Alain Rodriguez
(Co-Founder & CTO)Previously worked as a Senior Software Engineer at companies such as Agrosica.com and Uber.
Salary benchmarks
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