Customer Success Lead

Qualifications 2-4 years of experience in a technical support, customer support, or help desk role supporting complex or technical products Demonstrated ability to troubleshoot technical issues using structured, guided processes, with a willingness to learn new systems and platforms Experience working in an omni-channel support environment handling phone, email, and chat contacts Proficiency with CRM or ticketing platforms; Salesforce (SFDC) experience strongly preferred Strong written and verbal communication skills with the ability to translate technical information for a range of audiences Organized and detail-oriented, with the ability to manage multiple open cases simultaneously and maintain accurate records Ability to work effectively in a fast-paced, dynamic environment with evolving products and processes Genuine curiosity about technology and a strong desire to build product expertise over time Physical Demands Prolonged periods of sitting at a desk and working on a computer Occasional standing and walking within the office Manual dexterity to operate a computer keyboard, mouse, and other office equipment Visual acuity to read screens, documents, and reports Occasional reaching, bending, or stooping to access file drawers, cabinets, or office supplies Lifting and carrying items up to 20 pounds occasionally (e.g., office supplies, packages)

Benefits: Medical Insurance: Comprehensive health insurance plans covering a range of services Saronic pays 100% of the premium for employees and 80% for dependents Dental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision care Saronic pays 100% of the premium under the basic plan for employees and 80% for dependents Time Off: Generous PTO and Holidays Parental Leave: Paid maternity and paternity leave to support new parents Competitive Salary: Industry-standard salaries with opportunities for performance-based bonuses Retirement Plan: 401(k) plan with company match Stock Options: Equity options to give employees a stake in the company’s success Life and Disability Insurance: Basic life insurance and short- and long-term disability coverage Pet Insurance: Discounted pet insurance options including 24/7 Telehealth helpline Additional

Perks: Free lunch benefit and unlimited free drinks and snacks in the office Saronic CCPA Notice for Candidates and California Employees This role requires access to export-controlled information or items that require “U.S. Person” status. As defined by U.S. law, individuals who are any one of the following are considered to be a “U.S. Person”: (1) U.S. citizens, (2) legal permanent residents (a.k.a. green card holders), and (3) certain protected classes of asylees and refugees, as defined in 8 U.S.C. 1324b(a)(3) . Saronic does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and

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