Support Lead
Slang.ai
Customer Service
New York, NY, USA
Posted on Nov 19, 2024
Company Summary:
Slang.ai is redefining customer engagement through conversational AI, making every interaction seamless and efficient. Our mission is to transform the restaurant industry by providing the ultimate voice AI solution for consistently outstanding customer experiences. At Slang.ai, we foster a culture of innovation, inclusivity, and growth, ensuring that every "Slangsta" (employee) feels valued and connected to our broader AI driven impact.
What Your Experience Will Be:
As a Support Lead at Slang.ai, you will play a crucial role in successfully owning all customer communication on technical support matters. Your experience will be dynamic, multifaceted, and rewarding, involving direct interaction with customers through various channels—phone, email, chat, and potentially social media. You will be part of the Customer Experience department, engaging with cross-functional teams such as Product and Sales to ensure a seamless customer journey. You will lead all technical support efforts with oversight from the Director of Customer Experience. While typical work hours are Monday through Friday, 9 AM - 5 PM, you may occasionally be on call during weekends for urgent escalations. This role is remote and may require occasional travel to visit clients or for company offsites.
Why You Belong Here & How You Will Grow:
At Slang.ai, you believe that trust is a foundational layer to any relationship starting internally and through your touch points with each prospect. We cultivate a culture where every Slangster has a deep sense of pride in their achievements with humility. Our team is collaborative, supportive, and driven by shared goals fostering an abundance mindset in addition to belonging and inclusivity. We offer experiences and benefits designed to foster a sense of community both within and outside the organization. Learner Fervor represents our strongest attribute for growth, as we challenge each employee to take every opportunity to learn especially when it's hard. You will grow not only as a professional but also as an individual. We support and foster opportunities for learning and development, aligning with your career aspirations. From weekly team trainings to 1:1 coaching sessions with your manager or peers, company wide workshops, we will help your journey in finding purpose in your work and achieving your fullest potential.
What Success Looks Like:
- Client Engagement: You provide exceptional technical support to customers, proactively resolving issues in a timely manner and ensuring a seamless customer experience.
- Customer Experience Excellence: You consistently offer a hospitality-first, customer-obsessed experience across all communication channels (phone, email, chat, and social media).
- Problem-Solving and Ownership: You manage and prioritize multiple customer inquiries and escalations, taking ownership from start to resolution, ensuring no issue is left unresolved.
- Cross-Functional Collaboration: You collaborate effectively with internal teams, including Sales, Product, Account Management and Implementation, to ensure a smooth handoff and contribute to product improvement by sharing actionable customer feedback.
- Documentation and Knowledge Management: You maintain and update customer support documentation, including FAQs, knowledge base articles, and standard operating procedures, ensuring all information is accurate and helpful.
- Adaptability and Initiative: You stay organized and manage your workload independently, proactively solving problems and delivering solutions even in ambiguous situations while adapting to the dynamic nature of a startup environment.
What You Will Bring:
- 3+ years of experience in customer service, or software support, preferably in the restaurant industry.
- A deep understanding of restaurant technology and a passion for helping restaurants improve their operations.
- Excellent verbal and written communication skills, with the ability to provide clear and empathetic customer support.
- A proactive, customer-obsessed mindset, with a focus on delivering the best possible customer experience.
- The ability to troubleshoot technical issues, learn new software quickly, and effectively manage multiple tasks simultaneously.
- A willingness to adapt to a dynamic startup environment and to be available for urgent escalations on weekends when necessary.
How Work Affects My Life:
Your role as a Support Lead will not only shape your professional trajectory but also enhance your personal well-being. We offer competitive compensation, including various rewards and benefits, to reflect your value to the company. By joining Slang.ai, you’ll find your work meaningful and aligned with your personal goals, shaping a positive worldview and reinforcing your sense of worth by helping businesses more efficiently serve their customers and alleviate pain for their staff.
Our Vision
Calling a business shouldn’t feel like a robot-hostage situation, where you’re forced to listen to horrible music and can't reach a human, while enduring a soulless voice uttering "I'm sorry I didn't quite get that" on repeat for eternity. (shudder) That’s why we started Slang.ai. We use the latest AI and audio wizardry to make transacting via voice so enjoyable it’s more human than human. By 2030, we will save businesses and consumers 1 billion minutes of precious time while transforming voice channels into the preferred mode of communication (it's faster and easier than text).
We have backgrounds building product at companies like Spotify, Buzzfeed, the New York Times, and OpenTable —shipping experiences that have reached hundreds of millions of users. Now, we’re using our backgrounds to start a new culture, one that puts product and human-centered design above all else while fostering constant learning and growth. Sound like something you’d like to be part of? Get on board.
Our Values
Overachiever Fever. We’re overachievers (we don’t know any other way)
Learner Fervor. We take every opportunity to learn (especially when it’s hard)
Humility Ability. We approach each other with curiosity and openness (know-it-alls not welcome!)
SMB MVP. We’re an expert member of our customers’ teams (we earn their trust)