Customer Support Analyst

Who We Are

The Stensul Email and Landing Page Creation Platform™ dramatically reduces email creation time - by up to 90% - so teams can better focus on improving email performance. Stensul makes this possible by streamlining the collaboration process and simplifying email creation for all marketers, so they can create high-performing emails that drive stronger results. Stensul integrates with all leading ESPs/MAPs, including Marketo, Oracle Eloqua, Adobe Campaign, and Salesforce Marketing Cloud, as well as workflow platforms, image libraries, live content, link tracking, and messaging platforms. Top brands that trust Stensul to solve their most demanding email problems include AAA, BambooHR, BMW, Cisco, Demandbase, Equifax, Flywire, Greenhouse, MURAL, and Yahoo.

Stensul is growing its Customer Support team and is looking for a driven, best-in-class Support Analyst to continue providing clients with excellent support through our various channels of communication. The right candidate for this position will have had experience being part of a growing team, and be open to trying new processes in the search for the best fit.

• Reply to email tickets in a timely manner; resolve them with excellent attention to detail and professionalism
• Classify and report on tickets in order to provide actionable feedback to other departments including Product, Engineering, Marketing and Sales.
• Participate in projects including, but not limited to:
• Internal and external documentation creation/organization
• Tool evaluations and selection
• Survey collection, analysis, and action plan
• Customer Experience planning and analysis
• Process evaluation, documentation, and planning
• Troubleshoot customer escalations by testing unexpected behavior in the Stensul platform; submit tickets to engineering, follow for updates, and communicate with developers and customers on the status
• Maintain strong cross-functional relationships to effectively communicate customer needs and expectations 

• 2+ years of relevant customer support experience with a SaaS platform
• Located in MT or PST timezone, with the desire to work remotely indefinitely
• Transparent, reliable team player
• Willing to learn anything that needs to be learned + aptitude for learning new technologies
• Exceptional writing and communication skills
• Detail-oriented to enable quick and thorough solution communication
• Working knowledge of HTML and CSS
• Working knowledge of email marketing practices
• Project management experience
• Practice documenting processes and procedures
• Proficient in using Google Suite, Confluence, JIRA, and Support ticketing software
• The following is preferred but not required:
  • Experience in maintaining a customer facing knowledge base
  • Working knowledge of the email creation process