Customer Care Partner, Totango

• At least 1 year of experience working in B2B SaaS
• Excellent written and verbal communication skills
• A collaborative mindset and experience working cross-functionally (Product, Sales Engineering, CSMs, etc.)
• A strong sense of ownership (you don’t pass the buck)
• Passion and proven experience of providing high quality customer service, and deep respect for the customer experience within the tech industry
• Detail orientation and organizational strength
• The ability to translate technical issues into plain language
• Basic SQL skills and experience reading logs
• Experience with tools like Zendesk and Jira
• If you’re looking for a place where support is strategic, empathy is expected, and outcomes matter, we’d love to meet you

Desirable

• As a Customer Care Partner, you’re not just resolving technical issues, you’re creating moments of care
• Our philosophy goes beyond traditional support: we believe customer care is the human side of customer support. It’s not just what you do, but how you do it
• You’ll be the first point of contact when a customer reaches out, taking full ownership of their experience
• That means triaging quickly, troubleshooting thoughtfully, and sticking with the issue until it’s resolved
• Whether you're solving it yourself or partnering with others across the company, you’ll be the customer’s advocate, their guide, and their champion
• You'll respond quickly and thoughtfully to customer inquiries
• Investigate and troubleshoot technical issues using internal tools and logs
• Manage high-priority cases and coordinate across teams in real time
• Escalate product issues and own them through resolution
• Keep customers informed with clear, compassionate communication
• Assess urgency and impact, and prioritize accordingly
• You’ll play a direct role in helping customers achieve their goals and feel supported every step of the way. Your work matters! Not just to the customer, but to the entire company