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< class='"content-intro"'> < class="h3">ABOUT KATMAI

Katmai is building the future of remote work, play, and social engagement. We make technology that brings the collaboration and cadence of being in-person to the remote workflow.

The Katmai team spans from Alaska to The Netherlands, making stops along the way. We are a fully remote team that works inside our own product; call us biased, but we think it is awesome.

< class="h3">WHY ARE WE DOING THIS?

Katmai was created to improve the quality of collaborating remotely. Our technology brings new life to work, play, and socializing over video and audio on your computer. We have created immersive technology that gets us one step closer to feeling like we’re in-person.

< class="h3">LIFE AT KATMAI

Help build the future of remote work while experiencing it in real-time.

Our primary time zone is EST, but we have found a pulse to accommodate the 10 hours of time zones that we currently span. Jobs at Katmai are fully remote, and our future off-site plans are continually evolving. At Katmai, everyone has a voice. We work in cross-functional teams, in an Agile environment.

We work inside of the Kamtai Virtual Office.

At Katmai, we think of our clients as our #1 priority. Their success is our success. As the first Customer Support specialist joining our Early Access program, you’ll be a part of our founding team to help shape our CS function from the ground up. In this role, you will help ensure our customers’ needs are met, their issues are resolved, and their overall experience with Katmai is nothing short of stellar.

Reporting to the VP of Customer Success & Operations, we’re looking for a growth-driven, results-oriented, customer-focused inidual who is passionate about emerging tech and building and leading best-in-class Customer Support functions.

We are focused on creating a erse and inclusive work environment so that all of our team members can thrive. We welcome kind and brilliant people to our team, from wherever they come.

As a Senior Customer Support Specialist, you will:

• Drive the establishment of Katmai’s best-in-class Customer Support department, develop & implement full internal SOP’s
• Serve as the first point of contact to customers through tickets, emails, chats and phone calls and lead overall ownership of the support channel.
• Ensure all customer inquiries are responded to within the designated SLA
• Become a product expert and provide technical and product support to customers; Serve willingly on behalf of our customers to test and explore product issues while collaborating with the engineering team
• Help strengthen the core set of Katmai knowledge base support articles, and educate/empower our customers to become better Katmai users
• Be a customer advocate, identifying product strengths and weaknesses based on daily customer interactions, and effectively communicate them internally
• Work cross functionally to create seamless customer escalation channels
• Create a feedback loop with the Product team to ensure that documentation reflects what customers are looking for.
• Create and organize support content that is both educational and engaging
• Recognise common complaints & identify opportunities to improve these areas
• Provide weekly/monthly/quarterly reports to VP of Customer Operations and other key stakeholders
• Be a key player in shaping the future of the Customer Success & Operations team

What you bring to Katmai:

• Minimum 3 years of customer support experience, preferably at early-stage, high-growth SaaS organizations (even better if you have built out this function before!)
• A proven self-starter: you are excited to take a lead in building out Katmai’s Customer Support functions, you can work without supervision and are driven to lead projects independently.
• Thrive on working customers to solve their challenges and problems and are comfortable communicating across all platforms
• Strong communicator (with both tech and non-tech audiences), collaborator, and team player.
• A curious and savvy technology user who is detail oriented with documentation and communication
• Strong listener with deep empathy
• Experience with building robust processes at scale
• Comfort with ambiguity: experience adapting in rapidly changing environments and contributing to an evolving CS & Sales department

< class='"content-conclusion"'> < class="h2">Benefits

Katmai is committed to offering a comprehensive portfolio of employee benefits designed to support the health and wellbeing of you and your family. Benefits vary by location and include:

• 100% Company Paid Medical, Dental, and Vision Coverage
• Vacation, Sick Leave, and Holiday Pay
• Short-term Disability and Life Insurance
• Employee Assistance Plan
• 100% Remote Work