Customer Service Team Lead at Luminor responsible for ensuring service quality and team performance in retail banking. Collaborating with cross - functional teams to foster growth and efficiency.
About the role
- Customer Support Representative II at Fieldguide managing customer onboarding and support processes. Delivering technical assistance and promoting effective use of the Fieldguide platform in a hybrid work environment.
Responsibilities
- Provide advanced technical support via email, phone, or chat, resolving complex issues related to product functionality, configuration, integrations, and user workflows.
- Deliver a high-quality support experience, ensuring customer inquiries are answered quickly and accurately.
- Assist with configuration tasks, such as template setup, data imports, workflow optimization, and other technical elements that enhance customers’ use of Fieldguide.
- Identify and mitigate risks early, escalating issues when necessary and proactively driving solutions that protect customer value.
- Support beta or pilot features, helping customers adopt new functionality and communicating insights back to internal teams.
- Contribute to internal and external documentation, including knowledge base content, troubleshooting guides, onboarding materials, and best-practice resources.
- Track and document customer progress during onboarding and beyond, contributing to case studies, usage insights, and value realization metrics.
- Recommend improvements to support workflows, onboarding playbooks, and customer experience programs based on firsthand insights.
- Lead onboarding activities for new customers, guiding them through Fieldguide’s Accelerator program and ensuring efficient, effective setup.
- Develop tailored adoption plans based on customer goals, and conduct regular check-ins to track progress and adjust onboarding strategies as needed.
- Enable customer champions by coaching teams on best practices, advanced functionality, and scalable workflows.
Requirements
- 3+ years of customer facing experience in SaaS support, onboarding, implementation, or consulting roles, with a track record of handling complex issues independently.
- Strong technical aptitude, with demonstrated ability to troubleshoot product behavior, guide customers through complex configurations, and communicate technical concepts clearly.
- Excellent communication skills, including the ability to maintain executive presence and build trust across varied customer roles.
- Highly self-motivated and autonomous, capable of managing priorities and driving customer outcomes while working independently for most of the day.
- Strong project management abilities, managing multiple customers and requests independently while maintaining a high bar for quality.
- Customer-first mindset, ensuring that every interaction drives value, clarity, and confidence for the customer.
- Bias toward action and comfort working autonomously in a high-growth startup environment.
- Nice to have: Familiarity with Microsoft Office merge tags or similar document automation tools; experience in financial audit or assurance is a plus but not required.
Benefits
- Competitive compensation packages with meaningful ownership
- Flexible PTO
- 401k
- Wellness benefits, including a bundle of free therapy sessions
- Technology & Work from Home reimbursement
- Flexible work schedules
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