Technical Success Associate

1 big thing: Axios HQ is an AI-powered software that helps organizations of all sizes plan, write, and send essential comms that boost trust, transparency, and alignment. Learn more about Axios HQ:

• $20M Series A co-led by Glade Brook and Greycroft
• No. 3 on Glassdoor’s Best Places to Work 2024
• Read our reviews on Glassdoor
• 2024 State of Essential Workplace Communications

Why it matters: Our Technical Success Associate will play an integral role in driving the vision for Axios HQ as an AI-powered essential communications tool.

Go deeper: In this role, you will make an impact to Axios HQ through the following responsibilities:

• Providing front-line customer support to all customer support tickets
• Fielding and managing on-demand chat support for customers in above industry standard resolution and response times
• Create self-serve materials for customers to answer support questions
• Maintaining the HQ Help Center and providing content support to answer frequent customer questions 
• Triaging customer support requests
• Manage HQ's service disruption process from a customer-facing side
• Support our CSAT and NPS processes

The details: Ideal candidates will embody an entrepreneurial spirit and passion for Axios HQ’s mission and values - raise the bar, stay curious, be inclusive, always, and champion each other - and have the following skills/experience:

• 1-2 years in a customer service/customer support role
• Proven experience collaborating with cross-functional teams
• Detail-oriented with strong time management skills and an ability to prioritize
• Strong project management skills
• Excellent written and verbal communication skills
• Eager for and receptive to feedback 
• Experience with Zendesk or other customer service software applications
• Experience utilizing a CRM is a plus

Don’t forget: 

• Axios HQ believes in fair and equitable pay. Compensation for this role is in the range of $60,000-$70,000 and is dependent on numerous factors, including but not limited to location, work experience, and skills.
• Health insurance
• Paid parental leave
• 401K match
• Generous vacation policy, plus company holidays
• Company equity
• A commitment to an open, inclusive, and diverse work culture
• Annual learning and development stipend
• Monthly work-from-home stipend
• Tele-mental health services
• Virtual company-sponsored social events