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Summary:
- Tray.ai builds and delivers a unique low-code and AI-enabled automation platform used by enterprises to transform complex processes into scalable workflows.
- The company removes limitations from legacy iPaaS products and helps customers create the right processes for their business.
- Tray.ai’s platform allows business leaders and IT professionals to automate repetitive tasks, unlocking the full potential of digital transformation.
Responsibilities:
- Build and lead a global team of product support engineers to deliver a world-class customer experience.
- Resolve escalations quickly and advocate for customer-facing improvements within Tray.ai.
- Actively champion the customer voice to leadership in various forums.
- Gain a deep understanding of Tray.ai’s products and capabilities to assist customers effectively.
- Strengthen the team by hiring strong talent and up-leveling existing team members.
- Foster a culture focused on fast issue resolution, continuously improving processes for timely escalation handling.
- Support the growth and development of team members, encouraging their curiosity and alignment with product developments.
- Provide regular reports on customer health, risks, and growth, offering insights to the executive team.
- Collaborate with Engineering, Security, and GTM teams to resolve key issues and drive improvements with customer needs at the forefront.
Requirements:
- 3-5 years of experience leading customer service at an Enterprise SaaS company (preferably iPaaS).
- Experience in startup environments, working at a fast pace with shifting priorities.
- Strong problem-solving skills, using critical thinking and technical expertise.
- Excellent communication skills, both verbal and written, adapting to customers, team members, and peers.
- Experience working with a globally distributed team.
- BS or MS Degree in Computer Science or equivalent experience.
- Strong understanding of foundational internet and cloud technologies, including AWS/serverless environments.
- Experience with database technologies and data integration principles.
- Proficiency in APIs, authentication, and scripting languages (e.g., JavaScript, Python).
Benefits:
- Opportunity to work in a high-performance, ambitious team culture.
- Endless opportunities to learn and grow in a fast-paced environment.
- Competitive salary and stock options.
- Comprehensive compensation, benefits, and reward opportunities.
- Strong commitment to diversity and equal opportunity.
