Customer Experience Architect
7 days ago
We are seeking a highly skilled Customer Experience Architect to join our team at Granola inc. This is an exceptional opportunity for someone who is passionate about delivering world-class customer experiences and driving growth in a fast-paced, design-led environment.
About the Role:- This role involves wearing many hats, from building our entire customer support function to being the voice of Granola to our users and the architect of our support processes.
- You will be responsible for delivering outstanding technical and product support, developing and implementing internal tooling and processes, and ensuring our help centre is best-in-class.
- This includes collaborating with product and engineering teams, providing input on the product roadmap, contributing to bug prioritisation, and liaising with developers to fix issues.
In addition to your customer support responsibilities, you will also be responsible for the quality assurance of our app, deepening your understanding of our product and becoming a true expert in both our technology and our customers' needs.
Your Background:- At least 3-7 years of relevant customer support experience at tech and product-driven companies.
- A track record of executing successful support strategies and driving user satisfaction.
- Proficiency with support ticketing systems, analytics software, and knowledge base management tools.
- Experience in content creation for support materials, including writing and potentially video production.
- Familiarity with QA processes and tools.
- Ability to thrive in a fast-paced environment with evolving requirements and priorities.
- Has strong problem-solving, technical, and analytical skills.
- Is resourceful, inquisitive, and a fast learner with the ability to easily connect with customers.
- Is technically proficient and very curious about technology, with a personal interest in exploring new products, experimenting with software interoperability, scripting, web tools, APIs, and low-code builders.
- Excited to work in-person from our office in London (most of the time).
- Loves working in a startup environment (you either have experience working in a startup or are really drawn to the zero-to-one phase).
- Values working with people who are kind, ambitious, and pragmatic.
Salary: £65,000 - £80,000 per year, depending on experience, plus equity and benefits.
Location: Our office in London.
About Us: We are living in the most exciting time for tool builders since Engelbart's demo in 1968. We want to assemble the best crew to build this future together.
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