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Lead Customer Support Strategist

2 months ago

Los Angeles, California, United States Streamline Full time

Position Overview

The Lead Customer Support Strategist at Streamline is dedicated to delivering exceptional platform and technical assistance to our expanding network of over 1600 local governments utilizing Streamline for their website management. Our mission is to empower special districts across the nation, ensuring that less-technical users feel valued and supported in reaching their objectives through clear and friendly technical guidance.

Key Responsibilities

As a pivotal resource for both customers and internal teams, you will:

  • Master the intricacies of Streamline's platform, particularly its content management system.
  • Provide support through ticketing and phone channels, assisting users with essential website tasks, from content updates to public email campaign launches.
  • Respond promptly to customer inquiries, adhering to service level agreements, and ensure comprehensive resolution of issues with high satisfaction rates.
  • Utilize your expertise in web technologies, including HTML/CSS and DNS management, to effectively assist our customers.
  • Collaborate with the product team to influence the development of the Streamline platform based on user feedback regarding bugs and usability enhancements.
  • Work alongside Implementation Managers to devise innovative solutions tailored to client needs, ensuring their satisfaction.
  • Guide users through more complex technical tasks, such as WCAG-compliant color updates and third-party application integrations.
  • Clarify how key platform features help districts comply with transparency and accessibility regulations.
  • Create and maintain knowledge base content that reflects best practices for website management in special districts.

Qualifications

The ideal candidate will possess:

  • A passion for leveraging technical skills to assist and delight less tech-savvy users.
  • Exceptional communication skills, demonstrating confidence and empathy in all interactions.
  • A commitment to supporting special district employees who play vital roles in their communities.
  • A keen eye for process optimization and a proactive approach to identifying inefficiencies.
  • A solid understanding of complex technical concepts such as DNS and CSS/jQuery.
  • Strong organizational skills, with a preference for structured planning and coordination.
  • A solution-oriented mindset, capable of navigating challenges with creativity and resourcefulness.
  • Experience with CRM systems and a commitment to maintaining accurate data.
  • A natural curiosity and eagerness to learn and share knowledge.

About Streamline

Streamline has experienced rapid growth, nearly doubling in size year over year. We have refined our onboarding, support, and billing processes, positioning ourselves for national expansion. Our commitment to a positive work culture has earned us recognition as one of the Best Places to Work, reflecting our dedication to client satisfaction and employee well-being. We offer competitive compensation, comprehensive benefits, a 401k plan, unlimited paid time off, and complimentary on-site meals. Ultimately, our mission-driven approach is what makes Streamline a rewarding place to work.

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.