Client Technical Support, Funnel

• Service-oriented: You get energy from helping customers and solving their issues. You can see things from the customer’s perspective and adapt your approach accordingly
• Analytical mindset: You enjoy diving into data, identifying patterns, and using metrics to guide decision-making. You bring a structured and detail-oriented approach to problem-solving
• Challenging: You’re not afraid to challenge customers, colleagues, or yourself by asking questions and being transparent about what works and what doesn’t
• Collaborative: You are a team player who values collective success and thrives in cross-functional collaboration across departments and offices
• Curious: You love learning and want to understand how the product works, find new ways of working, and explore alternative solutions
• Open-Minded: You thrive in a dynamic, fast-paced environment where not all answers or processes are set in stone
• Minimum 2 years of experience in B2B customer technical support management
• Strong technical understanding, combined with exceptional analytical and problem-solving skills
• Great written communication skills with the ability to create clear and instructional content for customers

Desirable

• You will join our team in Boston and be part of our global support team, which also includes colleagues from our offices in Stockholm and Sydney. This is a collaborative and friendly team with a strong can-do mentality
• In this role, you will be responsible for managing all incoming Funnel Data Hub and Measurement user queries alongside your colleagues. Beyond solving immediate customer issues, you’ll leverage analytics and data-driven insights to identify patterns, refine processes, share insights with the rest of the organization and contribute to building smart solutions that reduce the need for support over time
• Help business customers troubleshoot the product and usage challenges
• Analyze customer and support data to troubleshoot, identify trends, recurring issues, and opportunities for proactive improvements
• Triage a wide range of requests and safely courier the information to the right team (e.g., Development, Product, Customer Success, Solution Consulting, Finance)
• Collaborate closely with the Product Development team to ensure we deliver the best solutions for our customers
• Lead and participate in cross-organizational initiatives to make Funnel a better product
• Contribute to knowledge base content, ensuring each business plan has relevant content that is easy to surface
• Prioritize and elevate burning issues and emerging trends by delivering clear, actionable insights that empower teams to identify root causes and implement effective solutions

• Contact: Jean-Pierre Shammass, Talent Partner