<link id='css--app'rel="stylesheet" href="/dist/css/app.min.css"> Team – Trilogy


Customer Support Lead at Ripl
Bellevue, WA, US

Customer Support Lead - Driving Customer Success

Ripl (www.Ripl.com) invites people with a love of helping people to lead our expanding team. We are passionate about helping small businesses and community organizations grow by leveraging the magic of social media.

As a Customer Support Lead, you will be the voice of the customer. You have a strong urge to continually deepen the connection with our customers, translating user experiences into solutions. You constantly seek to improve our product, our customers'  experiences and the customer success team. You care deeply about our customers and making their pain points known across the entire Ripl organization. You offer creative solutions to scale the department and increase efficiency, while maintaining the highest quality of customer support. You own the vision for the customer support team and excel at implementation. You want to see your team grow, succeed and have a voice in the Ripl organization.

A Day in the Life:

  • Maintaining a real-time sense of the needs of customers, your team and pitching in as necessary to ensure that SLA’s are being met
  • Analyzing customer support requests and offering solutions for improvements
  • Prioritizing bugs and user experience issues against new features from a quantitative perspective and impact to users
  • Collaborating with other teams to get bugs addressed in a timely manner
  • Innovating on the training program for new customer support team members
  • Creating new and existing customer support templates  
  • Educating a prospective customer on the differences between Ripl and Ripl Pro
  • Ironing out a billing issue, billing dispute or helping to cancel a subscription
  • Troubleshoot why a user can’t access their account
  • Working with the engineering team to understand how a new feature might impact customers
  • Sending data points to the development team to help resolve a potential issue
  • Brainstorming on, and creating tutorials to help our customers succeed

This job might be for you if:

You want an early stage company, a green field that gives you the chance to make your vision a reality - building a world-class support organization You’ve been involved in all aspects of building this and love being the customer advocate.

You enjoy solving problems. You love taking on challenges and finding creative solutions. You’re not easily flustered. If you don’t know the answer, you’ll dig until you find it.

You love helping people. You find satisfaction with resolution. You are patient, level-headed and cool under pressure. Teaching someone something new makes you happy.

You pay attention to the details. You stay focused and nothing falls through the cracks on your watch. You have a way to measure success with each and every decision.

You communicate clearly. You write well. You’re comfortable explaining things to people in person and over email. You know the correct words to use with customers and why. You think through each and every word that you use.

You are motivated and driven. You volunteer for new challenges without waiting to be asked. You’re going to take ownership of the time you spend with us and truly make a difference.

Technical and Subject Matter Expertise Qualifications for this Role:

  • Experience implementing best practices while building a scalable, high-touch support organization
  • Experience with a variety of tools to lead our team to good choices, including knowledge of some of: Freshdesk, Stripe, Google Play, iTunes Connect, Slack, Google Suite, Facebook Business Manager, Twitter, Amplitude, Apptimize, Crashlytics
  • You have previous experience building a short and long term road map to include milestones, features and functions that map to your vision and support your team’s KPI’s
  • A track record of creative solutions to meet the unique challenges of the digital world

About Our Team:

Ripl is a growing company preserving our startup roots as we become a leading social media marketing tool for small businesses and communities. We’re loving, passionate and resilient. We value courage, drive, and integrity - we all have lives outside of work that matter too, but we’ll go above and beyond to make Ripl great. We help every team member achieve their greatest potential and will continue to do so with every new hire. We design our company culture with intention, collaboration, experimentation, commitments and protocols.