Lead Customer Support Strategist

2 weeks ago

Los Angeles, California, United States Streamline Full time

About the Position

The Lead Customer Support Strategist role at Streamline focuses on delivering exceptional platform and technical assistance to our expanding network of local governments utilizing Streamline for their website management. Our mission is to empower special districts across the nation, ensuring that less technically inclined users feel valued and supported in achieving their objectives through clear and friendly communication of technical guidance. You will serve as a reliable resource for both existing and prospective users of the Streamline platform, assisting them in the planning, launching, and ongoing management of their websites. This position is perfect for individuals with a technical background who thrive in project management, enjoy educating others, and possess the energy to navigate the dynamics of a rapidly growing organization.

Key Responsibilities

  • Become a knowledgeable authority on Streamline's platform, including its content management system, acting as a crucial resource for customers and team members.
  • Provide support through ticketing and phone channels, assisting users with essential website tasks, from updating homepage content to executing public email campaigns.
  • Respond promptly and effectively to customer inquiries in alignment with our service level agreements, ensuring that all issues are resolved to the customer's satisfaction.
  • Serve as a trusted expert in web technologies, utilizing your understanding of HTML/CSS and the intricacies of DNS and domain management to assist our clientele.
  • Collaborate with the product team to influence the development of the Streamline platform based on user feedback regarding bugs, usability challenges, and potential enhancements to our training and platform.
  • Work alongside Implementation Managers to analyze and create innovative solutions tailored to client needs, ensuring high levels of satisfaction.
  • Assist users with more complex technical tasks, such as adjusting site colors to meet WCAG standards or integrating third-party applications, while escalating issues as necessary.
  • Clarify how key platform features help districts maintain compliance with laws and regulations concerning transparency and accessibility.
  • Develop and maintain knowledge base content and thought leadership regarding website management for districts.

Why Join Streamline?

Streamline is a unique workplace that values its employees. We offer:

  • Competitive salary and comprehensive compensation packages.
  • Top-tier healthcare benefits.
  • 401(k) plans with 4% salary matching and complimentary financial planning.
  • Stock incentive programs, including access to founder-class stock.
  • Flexible scheduling and family-friendly hours.
  • Unlimited paid vacation.
  • Free, unlimited meals while on duty.
  • Executive training and coaching programs for personal and professional growth, led by nationally recognized coaches.

Ideal Candidate Profile

The ideal candidate will:

  • Utilize their technical expertise to assist and delight less tech-savvy users without condescension.
  • Exhibit strong communication skills, demonstrating confidence and compassion in all interactions.
  • Support customers who are integral members of their communities, helping them excel in their roles.
  • Possess a keen eye for process enhancement and a knack for identifying inefficiencies to improve our onboarding program.
  • Understand complex technical concepts such as DNS and CSS/jQuery.
  • Be highly organized, valuing calendar management and helping others stay organized.
  • Be solution-oriented, resourceful in finding answers even when current tools fall short.
  • Have experience with CRM systems and a commitment to maintaining accurate data.
  • Be naturally curious, eager to learn, and willing to share knowledge.

About Streamline

Streamline has experienced rapid growth, nearly doubling in size year over year. We have refined every aspect of our onboarding, support, and billing processes, positioning ourselves for national expansion. We prioritize our work culture and our people, earning recognition as one of the Best Places to Work by the Sacramento Business Journal for several years. Our clients appreciate our commitment to excellence. We celebrate each other's strengths and foster a culture of continuous learning. We provide competitive pay, full benefits, a 401(k) plan, unlimited paid time off, and complimentary on-site meals. Ultimately, what makes Streamline a great place to work is our shared mission to improve the world.

We are an equal-opportunity employer and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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