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The role involves designing digital customer engagement strategies, administering Gainsight, monitoring customer health, and collaborating across teams to enhance customer success.
Top Skills:
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Responsible for acquiring large accounts in B2B & B2C sectors, creating sales strategies, collaborating with teams, and managing client relationships effectively while achieving revenue goals.
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Artificial Intelligence • Cloud • Consumer Web • eCommerce • Information Technology • Software
The Lead Product Manager will advocate for developers, collaborate with teams, define metrics, and optimize product performance in e-commerce.
Top Skills:
GraphQLRestScrum
The primary responsibility of the Tier 2 Technical Support Representative is to handle complex phone calls and tickets, and to regularly collaborate with our Tier 1 Technical Support Representatives on developing their technical and soft skills. Tier 2’s work directly with our largest Enterprise clients, mustering whatever resources are needed to effectively manage their end to end support experiences.
What You'll Do:
- Provide outstanding phone, email, and chat-based support to our Enterprise merchants and Agency Partners.
- Work front line emails, chats, and/or phone calls as needed.
- Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand.
- Provide internal support answering questions and assisting with the resolution of issues for all customer-facing teams. (Tier1 Technical Support, Billing, Sales and Account Management)
- Communicate with the management team and other internal teams to resolve issues.
- Utilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices; utilize your knowledge to solve problems efficiently.
- Display high levels of professionalism and recurring interactions with departments inside and outside of the Client Success organization.
- Assist with supervisor callbacks for technical and customer service concerns.
Who You Are:
- Minimum 6 months Tier 1 experience (1 year preferred) meeting all department and performance expectations.
- A work ethic that demonstrates dedication to the company, its mission, personal pride, and the team; a desire to work in a culture of excellence.
- Excellent written and verbal communication skills with impeccable attention to detail.
- Exceptional ability to utilize self-service resources (internal tools and documentation, Google-fu, external service portals, Stack Overflow, etc) to find solutions.
- Excellent time management skills.
- Familiarity with BigCommerce API, Stencil Framework, and Developer Documentation.
- Intermediate knowledge of HTML and CSS; basic javascript skills.
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(Pay Transparency Range: $20.00 - $33.00)
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
