Customer Support Specialist

DataWeave is a cutting-edge SaaS-based digital commerce analytics platform that empowers retailers with competitive intelligence and equips consumer brands with digital shelf analytics on a global scale. By harnessing the power of DataWeave, retailers gain the ability to make smarter pricing and merchandising decisions, while consumer brands can optimize their digital shelf performance across key performance indicators such as share of search, content quality, price competitiveness, and stock availability. At the heart of DataWeave's capabilities lies its state-of-the-art AI-powered proprietary technology, which aggregates and analyzes 500+ billion data points, covering over 400,000 brands, 4,000+ websites, and spanning across more than 20 industry verticals. Our distinguished clientele includes some of the world's largest and most renowned retailers and brands, among them Nordstrom, Overstock, The Home Depot, Mars, Bush Brothers, Modelez, Pernod Ricard, and many others.We are a globally distributed team, composed of over 220 talented engineers, product managers, and eCommerce experts located across San Francisco, Seattle, Austin, and Toronto in North America, complemented by our technology-focused offices in Bangalore. ObjectiveCustomer support: help customers have a seamless experience while using our product. These services include answering customer inquiries, assistance during onboarding, and answering queries. It also involves handling internal processes such as raising and following up on tickets and other project management tasks. Role SummaryAct as CSM for small and low touch accounts, and as CSM2 for mid-sized accountsEnsure customer communication across email, ticketing system etc within SLAsEnsure inter-team communication across Engineering, Product and Senior CSM within SLAsOwn ticketing system and ensure good performanceAssist in building and expanding the Support team Tasks and ResponsibilitiesRespond to tickets from customers, check if internal tickets are being correctly generatedAnswer FAQs of customers through email, call or ticketTrack and ensure performance within SLAsOwn end-to-end communication for small or low-touch customersTroubleshoot common issues raised by customersCoordinate with internal teams (Product, Tech, Customer Success, and Engineering)Own and drive SLA based communication and resolution on ticketsAbility to complete data related tasks based on instructions Competencies requiredStrong communication skills and active listeningAbility to understand our Products and processesCustomer orientation and ability to adapt/respond with empathy and urgencyAbility to multitask, prioritize, and manage time effectively Why this role?DataWeave is a fast-growing SaaS company with a global customer base of Fortune 100 retailers and brands. Opportunity to shape the CS team and build it from scratch in collaboration with Senior Manager. Great opportunity for learning about SaaS industry andcutting-edge data and technologies. Facetime with customers from the US and the rest of the world.

DataWeave is a cutting-edge SaaS-based digital commerce analytics platform that empowers retailers with competitive intelligence and equips consumer brands with digital shelf analytics on a global scale. By harnessing the power of DataWeave, retailers gain the ability to make smarter pricing and merchandising decisions, while consumer brands can optimize their digital shelf performance across key performance indicators such as share of search, content quality, price competitiveness, and stock availability. Our distinguished clientele includes some of the world's largest and most renowned retailers and brands, among them Nordstrom, Overstock, The Home Depot, Mars, Bush Brothers, Modelez, Pernod Ricard, and many others.