Customer Experience Agent Enterprise Support

Provide fast, accurate and personalized communication to Slack administrators and users through email and phone – whichever communication medium they prefer. Solve customer issues by developing expertise in relevant product areas and by troubleshooting complex issues. Identify and surface admin customer trends and process improvements by collaborating with teams across Slack. Empathize with every aspect of the admin experience, leading initiatives to continuously improve how, why, and when customers receive support. Contribute to the ongoing learning and success of your team and the company through mentoring your peers and sharing feedback. Create and maintain high quality documentation to support new and existing feature launches, often working with Product and Engineering. Identify, reproduce, and document bugs for the Engineering and Product teams to support quicker customer resolutions and improve our ability to mitigate customer friction.

Empathy. Courtesy. Playfulness. Craftsmanship. Solidarity — these are some of the values we live by, as a company. We work by them, too: we’re building a platform and products we believe in — knowing there is real value to be gained from helping people, wherever they are, simplify whatever it is that they do and bring more of themselves to their work.