ScreenSteps Job Openings

Customer Support Lead

Job Title:  Customer Support and Documentation Lead

Location:  Remote, United States

Salary:  Annual salary based on experience

About the company

ScreenSteps is a Knowledge Operations Platform that helps employees in complex or highly regulated industries work confidently, consistently, and independently when interacting with customers, completing tasks, or solving problems.

People have been writing clear, concise instructions in ScreenSteps for the last 18 years. We have evolved from a custom learning solution to a consumer desktop application, to the cloud platform we are continually improving upon today. When you work at ScreenSteps, you work on software that makes a meaningful difference in the lives of people all over the world.

Job description

We are hiring a Customer Support and Documentation Lead. This person will be responsible for the following:

1. Triage and respond to all incoming messages via customer support platforms like Intercom, ensuring timely and accurate resolution.
2. Assign support tickets to appropriate team members based on expertise and availability, and escalate tickets as necessary for complex issues.
3. Manage communications related to app updates, system processes, changes, and system maintenance to keep customers informed.
4. Maintain and update the documentation site (in the ScreenSteps platform), adhering to our Find and Follow framework, to ensure comprehensive and up-to-date support resources.
5. Monitor and evaluate customer support performance using key performance indicators (KPIs) to drive continuous improvement.
6. Work closely with the product development team and subject matter experts (SMEs) to address common customer issues and develop troubleshooting guides.
7. Track ticket status using tools like Linear to provide customers with timely updates on their issues.
8. Continuously update and improve the ScreenSteps internal knowledge base to ensure it effectively supports the customer support team's needs.

What kind of environment will you work in?

• ScreenSteps is a company that bootstrapped for 20 years but has recently taken on VC funding
• The team is entirely remote with no central office
• We are nice to each other
• We are a small company that is growing so you have to be prepared to deal well with change

What makes ScreenSteps a great place to work?

• No egos, no politics
• We are a group of people who want to do great work but also have time for our families, our interests, and service in our communities
• Operate in an environment of high trust
• Everyone contributes

Requirements

• 3 + years SaaS customer support experience
• Willingness to adapt to a modernized approach to customer support, documentation, and knowledge transfer (don't be stuck in old ways of doing things)
• Basic knowledge of HTML/CSS
• Basic understanding of what Single Sign-on is
• Desire to work with a great team that focuses on creating exceptional work while still having time to spend with our families and loved ones

What ScreenSteps Can Offer You

• Competitive salary and flexible work schedule. Unlimited PTO.
• Benefits include health care, dental, vision, and 401k.
• We are a family-run business with a fun, yet professional, work environment that truly cares about its employees and customers.

ScreenSteps is an equal-opportunity employer and does not discriminate on the basis of race, religion, color, sex, age, national origin, or disability.​

Interested? careers@screensteps.com

Contact Us to Apply