Kapost’s mission is to help enterprise customers plan, produce, distribute, and analyze better content—together. Organizations like IBM, GE, FedEx, Ciena, Salesforce, and Extreme Networks use Kapost to strategically create on-message personalized content, streamline distribution across channels, and assess performance. Throughout the complete content lifecycle, Kapost unites revenue teams to speak in one voice across each customer journey.

We’ve been featured as a great place to work by Built In Colorado. We're growing fast and are looking to add to our talented team. Read more about our culture here!

Here is what we need in a technical support lead:

Responsibilities:

• Assisting management with carrying out the objectives and goals of the Support Team.
• Resolve client cases and other issues through direct and indirect client contact.
• Executing strategies the team will use to reach its daily, weekly and monthly goals.
• Working with the team to ensure maximum client satisfaction.
• Promoting team unity and synergy.
• Assisting management with the professional development of team members.
• Orchestrating and participating directly in client outreach.
• Training team members.
• Listening to team members' feedback.
• Monitoring of team members' participation to ensure the training they are being provided is being used and assessing future training needs.
• Assisting management with the flow of day-to-day operations.
• Creating and reports to update the company on the team's progress.
• Distribution of reports to the appropriate personnel
• Proactively seeking out new knowledge to improve ability to service clients and train team members
• Communicate clearly with our customers via Zendesk, email and outbound phone.
• Work cross-department to perform root cause analysis and prioritize outstanding issues.
• Build rapport and manage the expectations of our customers and other internal departments at Kapost.
• Partner with our Product team to develop and track bug fixes.
• Create and maintain support articles and our customer knowledge base to improve self-service troubleshooting for our customers.

Required Skills & Experience:

• 1-3 years of experience with customer support
• Knowledge of Web Services.
• Experience in SaaS technology, including SSO, DNS, browser support, etc.
• Strong problem solving and critical thinking skills
• Passion for customer success with an above and beyond attitude
• 1 - 2 years of Leadership experience, attention to detail, and organizational skills
• Tons of enthusiasm, compassion, and humor
• Excellent technical ability

Additional Helpful Qualifications:

• Bachelor’s degree in computer science, engineering or equivalent work experience.
• Experience with CMS applications – Wordpress, Drupal, AEM, Sitecore.
• Scripting experience, specifically Ruby.
• Strong knowledge of and familiarity with Excel including VBA.