Tier 3 Senior Support Specialist, Togetherwork
$50-55k
More information about location
Mission-critical software & payments solutions
Be an early applicant
Mission-critical software & payments solutions
201-500 employees
Be an early applicant
$50-55k
More information about location
201-500 employees
Company mission
To ignite the spirit of unity, empower collective growth, and propel communities toward extraordinary achievements.
Role
Who you are
- 2+ years of experience in a technical support or customer success role, preferably in a SaaS environment, with a focus on serving enterprise customers
- Familiarity with Jira (or similar issue-tracking tools) and ability to write clear, reproducible bug reports
- Experience with Zendesk or other similar support-related ticketing software
- Strong troubleshooting and problem-solving skills with a proactive, resourceful mindset
- Excellent written and verbal communication skills
- Excellent communication and interpersonal skills, with the ability to communicate complex technical concepts to non-technical audiences
- Experience managing a Help Center or user-facing documentation
- Strong understanding of SQL and network operating systems
- Comfortable supporting both enterprise-level partners and individual users with empathy and clarity
What the job involves
- The Tier 3 Senior Support Specialist is a key member of the Operations Team, requiring advanced technical expertise, strong troubleshooting skills, and a deep understanding of the company’s software, systems, and processes
- This role plays a vital part in ensuring customer success by managing the most complex support cases and providing high-touch service to enterprise partners
- In addition to owning enterprise support, the Tier 3 Specialist will collaborate closely with cross-functional teams—including Product, Engineering, and other Operations groups—to resolve critical issues that impact customer satisfaction and retention
- While enterprise support is the primary responsibility, this individual may also assist with broader partner and applicant support during high-volume periods or time-sensitive deadlines
- As a player-coach, the Tier 3 Senior Support Analyst will actively manage tickets while mentoring and guiding other support team members
- Over time, the scope of this role may evolve to align with organizational priorities and better serve the needs of partners and users
- Provide high-touch, white-glove support to enterprise clients, ensuring timely, accurate, and empathetic responses to complex inquiries and technical issues
- Troubleshoot advanced technical issues, including bug replication, platform behavior analysis, and environment-specific troubleshooting
- Create detailed Jira tickets for bugs, ensuring clear documentation for the Product and Engineering teams
- Collaborate closely with Account Relations and Product teams to ensure enterprise partners' needs are understood, communicated, and prioritized
- Reproduce and troubleshoot reported bugs to assist in root cause identification
- Maintain and regularly update Help Center resources for both partners and applicants
- Analyze support trends to identify recurring issues, suggest improvements, and enhance the user experience
- Create and refine support processes to improve efficiency, ticket resolution times, and user satisfaction
- Monitor support queues to ensure SLA adherence and appropriate prioritization
- Identify opportunities to automate repetitive tasks or enhance self-service resources
- Mentor and help train other technical support team members
Our take
Togetherwork specializes in providing software and payment solutions tailored for member-based organizations. The company offers a suite of tools designed to enhance group management, member engagement, and financial operations.
The company has built a strong reputation for supporting organizations in their growth and operational needs. With solutions that are crafted to simplify membership management, improve communication and optimise payment processes, organizations can deliver high-quality services to their members and constituents.
Recently, the company secured substantial funding, highlighting backers' faith in the company. This funding will support the company's plans to enhance its capabilities and expand its reach, continuing its mission to strengthen member-based organizations and contribute to their growth and success.
Steph
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Medical, dental, and vision insurance options
- 100% Employer paid short/long term disability
- Basic Life
- 401(k) option with 100% company match
- Flexible paid personal/vacation time built on mutual trust and accountability
- 10 sick days annually
- 10 company paid holidays
- 6 weeks paid parental leave
- Pet Insurance
- Medical Travel Benefits
- Infertility Benefits
- Teladoc
- Employee Assistance Program
- Wellness Benefits & Engagement Platform
Company HQ
Civic Center, New York, NY
Leadership
Neil Platt
(CEO)They have spent most of the past 20 years as a Software and Payments Entrepreneur and Executive, nurturing and growing successful fintech companies.
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