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Technical Customer Support Specialist

New York, New York, United States

About the company:

At Kizen, we’re engineering a more humane future where AI drives universal healthcare, more impactful work, world-class education, exceptional customer experiences, and — overall — a more fulfilling human experience.

Kizen is on a mission to give every team member an AI Assistant - turning every company into an AI-company, every worker into an AI-Enhanced Worker, and every Process into an AI-optimized, continuously improving process. Kizen is the first GenAI enterprise application builder. Businesses of any size, within any industry can build AI assistants for complex jobs across healthcare, finance, and HR and modern enterprise applications - like CRMs, Workflow Automation, Real Time Dashboards, and Secure Portals in minutes and perfect them in an afternoon. Kizen helps teams systematically improve processes and business outcomes with data-driven insights and powerful automation with access to all the latest AI models. 

Location: Hybrid, New Yok, NY

About The Role

Kizen is looking for a talented Technical Customer Support Specialist  to join our rapidly expanding, venture-backed startup, to support our growing customer base by providing them with a superior support experience to pair with our amazing product.

As a Technical Customer Support Specialist, you will partner with  Engineering, Customer Success, Product, Sales, and customers to drive successful outcomes to all levels of inquiries and issues they may encounter in their Kizen journey. You will be part of a team of motivated, seasoned support professionals - this team lives and breathes our company value “customer-obsessed”.

What You Will Be Doing

  • Provide high-quality customer communication, technical troubleshooting, resolution, and follow-through for all assigned customer issues and inquiries, ensuring we meet or exceed all customer and internal SLA’s
  • Assist customers with new product features, configurations, and onboarding
  • Educate customers on the use of Kizen product features as needed
  • Identify customer system health issues by analyzing key metrics and dashboards, then devising and executing a remediation plan while coordinating and updating the customer throughout
  • Contribute to customer help articles and internal playbook/FAQs to improve overall support delivery
  • Provide root cause analysis documents to explain high-impact incidents when needed
  • Work closely with teams across Kizen to drive product, process, and service improvements
  • Provide level 1 and level 2 customer support

What we are looking for:

  • Communication: professional presentation and interaction skills with both customers and internal teams
  • Project planning: plan and execute implementation of customer projects, including configuration and customization with integrations to SaaS-based systems
  • Self-motivated: proactive approach to delivering service to customers
  • Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion
  • Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers
  • CSM experience in a product-led or SaaS company is a plus

Technical Skills

  • Problem-solving: troubleshoot and identify the root cause of issues
  • Experience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project Management
  • Experience in a customer-facing role in at least one of the following: LLMs, RAG, Knowledge technologies, SaaS-based system integrations

Experience

  • 5+ years of experience in technical support, technical account management, technical customer support or a similar role; B2B and SaaS product is preferable

Why Kizen

We’re a fast-growing company that values innovation, growth, and continuous improvement. By joining Kizen, you’ll play a pivotal role in shaping the future of the company while enjoying a supportive, dynamic, and collaborative workplace. You’ll have opportunities for professional development, impact, and career advancement.

What We Offer

  • Career Growth Opportunities
  • Engaging Work Culture
  • Top-Tier Compensation
  • Equity Package
  • Healthcare Coverage
  • Professional Development Stipends
  • PTO 

Kizen is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics. At Kizen, we fully comply with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. 

The base salary range for this position is [$95,000-$115,000]. However, base pay offered may vary depending on job-related knowledge, skills, and experience. In addition to base salary, we also offer generous equity and benefits packages.

If you’re excited about creating impactful experiences and contributing to a fast-paced, people-focused team, we’d love to meet you!

OTE - $114,000- $138,000

Compensation Range

$95,000 - $115,000 USD

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