Customer Support Agent

About Relo Metrics

Since day one, the Relo Metrics team has pushed past traditional boundaries in the sports sponsorship arena to ensure our clients are always a step ahead through innovative, intuitive data solutions.

Relo Metrics is an AI-powered, fast-growing, global Saas company that works with marquee sports leagues, clubs, agencies and brands to help them realize and optimize the value of their sports sponsorship investments. Our sponsorship analytics intelligence platform empowers our clients with the insights they need to retain and grow revenue with dedicated support from our world-class team of industry experts.

Sound like Relo Metrics could be a good fit for you? Check out our Careers page to learn more!

The Customer Support Agent will serve one of the most critical roles in the Relo Metrics business function, interfacing directly with customers and internal team members on a daily basis. The Support Agent will work closely with customers to assist in fully realizing and understanding Relo Metrics’ platform and value proposition. The agent will work with customers in answering questions on a daily basis, sharing best practices and key documentation, triaging various questions and issue types, and delivering solutions across the entire customer base at scale.

The Support Agent will act as a platform expert for Relo, and will specialize in triaging bugs or platform errors ahead of escalation to the Product and Engineering team. Most importantly, the Support Agent will serve as the true voice of the customer, aggregating key trends and identifying opportunities to deliver additional value.

This individual should possess a strong attention to detail, analytical and organization skills, and excellent communication skills. The Support Agent will also need to build trust quickly and grow that trust across customers and the internal team. Additionally, the Support Agent will be required to navigate help desk software to track and manage various requests.

• Manage and organize a portion of all inbound tickets from customers and internal team members
• Be responsible for a portion of tickets, with specialization in cross functional Product and Engineering client support
• Serve as the primary point of contact and escalation across various ticket types
• Respond to customer questions in a timely, professional and accurate manner
• Identify customer needs and help customers leverage specific features
• Follow up with customers to ensure that all issues are resolved
• Leverage support tools to efficiently deliver a world class customer experience and gather customer feedback

• Inform customers about new features and functionalities in collaboration with Customer Success and Product
• Develop a direct connection with the Product and Engineering team. Maintain a through line of feedback and develop new workflows around product trends.
• Analyze and report product bugs and malfunctions - be a lead internal tester to troubleshoot various issues and identify root causes. Troubleshoot directly with the client before asking Product and Engineering for assistance.
• Become a Relo Product expert and help both customers and coworkers succeed via knowledge sharing

• Ideate, create and publish new content for the Customer Support Help Center in collaboration with other team members
• Develop strategic Product resources to train both clients and internal teams on troubleshooting Product malfunctions or bugs
• Standardize best practices, knowledge bases, and external-facing documentation to create scale in the customer support role
• Report on metrics for frequently visited articles and identify opportunities for new content creation

Bachelor’s Degree or equivalent work experience

• Start-up experience preferred
• 2-3+ years of proven experience in a customer-facing role at a technology solution, agency, brand or media company.
• Direct experience as a Customer Support Agent triaging, troubleshooting, escalating, and communicating various issue types from customers and…