Customer Support Specialist

About Halo
Halo is an AI-powered partnering platform that helps R&D teams find and collaborate with experts to bring innovative products to life. We're revolutionizing the way companies drive innovation, using technology to streamline connections and accelerate research and development cycles. Join us to be part of a dynamic team that values creativity, collaboration, and continuous growth.

Job Overview
We are looking for the first Client Support Specialist to join our team and manage the post-sales support process for our customers. This role will involve helping to support Customer Success teams during the post-sales process to ensure smooth onboarding, implementation, and continued success for Halo customers. You will also manage customer support tickets from both the industry and innovator sides, ensuring that requests are resolved efficiently and customer satisfaction is maximized. As the first Client Support Specialist at Halo, you'll have the unique opportunity to shape and define this crucial role within our organization. Your contributions will directly impact the success of our Customer Success organization, setting the foundation for scalable processes.

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Key Responsibilities

Post-Sales Operations:

• Help support Customer Success teams during the post-sales process to ensure smooth onboarding, implementation, and continued success for Halo customers.
• Collaborate with internal teams (Sales, Product, Engineering) to drive operational efficiency and deliver a seamless customer experience post-sale.
• Monitor and track post-sales performance, ensuring customer needs are met and issues are resolved promptly.
• Implement processes for handling renewals, upgrades, and ongoing customer support needs.

Customer Support Ticket Management:

• Manage customer support tickets from both industry clients and innovators, ensuring timely resolution and a positive experience.
• Work closely with the Customer Success team to prioritize and address tickets, ensuring all concerns are handled effectively.
• Coordinate with the product and engineering teams to resolve complex issues and ensure that customer feedback leads to product improvements.
• Use data-driven insights to identify trends in customer tickets and implement solutions to enhance efficiency and customer satisfaction.

Required Skills & Qualifications

• 5+ years of experience in post-sales operations and customer support, ideally in a SaaS or tech-driven environment.
• Strong experience managing support tickets and resolving customer issues across multiple channels.
• Proven problem-solving skills, with the ability to manage complex customer concerns efficiently.
• Excellent communication and interpersonal skills, with the ability to work effectively with both customers and internal teams.
• Detail-oriented and able to manage multiple priorities and timelines.
• Experience with CRM and customer support platforms (e.g., Zendesk, Salesforce).
• Demonstrated ability to build, implement, and optimize operational processes in a fast-paced, evolving environment.

What we offer:

• Share in the upside. Early employees have an outsized impact on a startup’s success. It’s only fair that you receive meaningful equity in return.
• Donate to research. Make a donation to scientific research you care about and we’ll match your donation dollar-for-dollar.
• Volunteer for research. Participate in a research study through ResearchMatch, a nonprofit funded by the NIH, and get a $200 bonus check.
• Top tier teammates. 
• Stay healthy. We don’t ever want your health to be a source of stress and offer top-of-the-line medical, dental, and vision benefits.
• Escape for the Winter. From December to March, Halo will fly you anywhere in the country to escape the cold and get some Vitamin D.