About the role
Customer Resolution: Act as a primary contact to understand issues and improve experiences for account-aligned customers and maintain relationships with internal and external teams to resolve customer issues. Mentor others on
the team and participate in strategic projects to enhance resolution times and customer satisfaction. Provide status updates to customers and internal stakeholders and identify trends from internal retrospectives and suggest improvements. Collaboration: Collaborate with engineering and operations teams to identify the right resources and manage escalated issues for account-aligned customers and ensure existing processes don't hinder issue resolution. Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution status and communicate internally to drive faster issue resolution. Process Improvement: Identify systematic issues and participates in improvement projects and creates executive summaries and identifies patterns in customer issues. Vendor Relationships: Drive relationships with outsource vendors for issue resolution. Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR 7+ years technology industry, customer service, or related experience years of technology industry, customer service, or related experience Proficient in C-level stakeholder management Support Escalation Management IC4 - The typical base pay range for this role across the U.S. is USD $97,600 - $188,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $125,000 - $206,400 per year. Certain roles may be eligible for
benefits and other
compensation. M365 Fundamentals)
About Swiftkey
SwiftKey is a technology company that aims to enhance interaction between keyboards and people. It upgrades smartphone keyboards to make typing faster, by utilizing artificial intelligence to learn from each user in order to autocorrect and predict their next word. The SwiftKey Keyboard for Android supports more than 80 languages. SwiftKey was founded by Ben Medlock and Jon Reynolds in 2008 and is based in London, United Kingdom.
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Job details
Location
Charlotte, NC
What happens next.
No applications, no recruiter spam. Just the intro.
Confirm the fit
A few questions to make sure this role is the right shape for you. Two minutes.
I pitch you to the company
I write the intro, send it to the founder, and handle the back-and-forth.
A meeting lands on your calendar
If they’re a yes, I book the chat. You show up — that’s the whole job-hunt.