At Gong , we’re building new-generation (machine learning based) software that automates big parts of customer-facing roles by “understanding” their conversations and related work.
Gong is a well-funded, high-growth startup that proudly serves hundreds of customers, including Facebook, Salesforce, AppsFlyer, Sisense, monday.com, PayPal, WalkMe and more.
Our solution guides people: coaches them how to become better, performs tasks for them, and directs them to best actions.
As a Head of Tier 2 Support, you will lead the attend of Gong’s customers.
Respond and resolve complicated customer issues and requests, which were not addressed by our Tier 1 support team.
Research root cause of issues via exploring logs, data and code.
Work with the engineering team to coordinate issue resolutions and workarounds.
Work with Tier 1 support and business users to prioritize issues, communicate status, and oversee end-to-end resolution.
Be a part of a successful startup technology team that translates our vision into a solid SaaS product that performs, scales and is easy to use. Explore & learn new fields, APIs and cutting-edge technologies including AI and NLP.
Strong sense of responsibility and ownership.
Excellent communication and documentation skills.
A good understanding of technology and web applications, and ability to quickly learn new concepts and products.
At least 5 years of experience in a customer service/support setting, with strong preference for operating in a technical space (ideally SaaS) with high degree of critical thinking and problem solving.
Analytic capabilities to create and manage dashboards and generate metrics.
Some development background, and ideally a degree in computer science.
A passion for working in a team with very strong peers.
An opportunity to work with the world's most advanced companies that utilize a state-of-the-art AI-based system to improve business results.
An opportunity to share success with top-tier engineers solving complex challenges in a high-profile, meteoric-growth, well-funded start-up company.