Location
Boston
Team
Customer Success
Funding Stage
Private Equity
Salary
$60k-$90k + Bonus
Sector
RecTech
Working Location
Remote
➡️ Job reference code: DT43050
Company Overview
📚 Industry: RecTech
💰 Revenue: $18m
📈 Funding Journey: Privately owned and profitable, recognised as one of the fastest-growing UK tech companies in recent years.
👩 No of Employees: 115
📍 Locations: London, Boston, Tampa, Miami (Fully remote with WeWork access in these locations)
📣 Summary:
A fast-growing SaaS scale-up in the recruitment technology space, offering a best-in-class outreach and workflow automation platform that helps recruitment and sales teams engage candidates and clients more effectively. Renowned for strong culture, rapid growth, and industry impact.
The Brief
Title: Technical Account Manager
Location: Boston or Tampa
Salary & Package: $60k-$90k + Bonus
Job Summary
As our Customer Experience Manager, you'll be at the centre of driving the overall experience of our customer base with a focus on reactive technical support. Our Experience team is creative in finding new ways to drive the adoption and success of our users.
Reporting directly into the Global Experience Team Lead based in the US, this is an opportunity to join a team with a clear remit and investment, based on a mutual goal, our clients success.
Roles and Responsibilities
Covering all aspects of inbound customer support, including diagnosing and troubleshooting customer issues and owning the end-to-end ticket cycles.
Collaborating with Product and Development teams to diagnose complex issues and maintain communication cycle with impacted users
Utilising all communication tools, including phones, video calls, emails and online chat to document client interactions and communicate effectively in a timely and accurate manner.
Collecting customer feedback and collaborating with the relevant internal teams to implement necessary improvements and guide prioritisation of product enhancements.
Continuously and proactively expand your knowledge of our products and services to better drive customer success.
Creating and updating quality educational content like intercom articles and FAQs to support automated customer support and share best practices.
Experience Required
Customer Success or Technical Support experience the SaaS space
Based in Boston or Tampa
Experience working with various CRM platforms
Excellent written and verbal communication, with the ability to simplify and translate complex ideas to different audiences
Strong listening and problem solving skills
Ability to work with multiple ongoing priorities and live projects
Ability to work cross-functionally with distributed remote teams in a startup environment
Driven and proactive approach with a strong willingness to learn
Experience working for a Recruitment Technology company
Experience with Intercom, ZenDesk, or other ticketing platform a plus
Strong presentation skills
Strong technical acumen
The Application Process
30 minute screening call with Unicorn
30 minute call with the CX Team Lead
1 hour call with task presented to Head of CX and Head of CS
How To Apply
By filling in the typeform below one of our recruiters will pick up your application, you will need the reference code above before submitting.