Customer Solutions Associate

Key Responsibilities

• Act as the frontline owner of customer issues, taking full responsibility from initial inquiry through resolution.
• Solve customers’ most pressing problems by identifying root causes, not just addressing surface-level symptoms.
• Partner directly with customers to understand their workflows, goals, and blockers, and guide them to effective solutions.
• Deliver a high-quality, empathetic experience while maintaining strong response and resolution times.
• Investigate and diagnose complex product issues across data, workflows, and system configurations.
• Break down ambiguous problems into clear, actionable paths toward resolution.
• Collaborate with Product and Engineering to escalate and resolve bugs, and advocate for long-term fixes.
• Develop deep expertise in Perchwell’s data models, workflows, and integrations.
• Train, test, and improve Perchwell’s AI support tools to ensure accurate and scalable customer support.
• Create and maintain help center articles, internal and external troubleshooting guides, and increase adoption.
• Contribute to building a best-in-class support system that reduces friction and increases self-service success.

Customer Insights & Product Feedback

• Identify patterns across customer issues to surface systemic problems and opportunities for improvement.
• Translate customer feedback into clear, actionable insights for Product and Engineering.
• Proactively flag high-impact issues and contribute to prioritization of fixes and enhancements.
• Support reporting and analysis that tracks trends in customer experience and product performance.

Operational Excellence & Scale

• Improve support workflows, processes, and tooling to increase efficiency and scalability.
• Create and maintain clear documentation that enables faster resolution and reduces repeat issues.
• Partner cross-functionally to improve the end-to-end customer experience, not just individual interactions.
• Contribute to building a support function that scales with the company and product complexity.

Qualifications

• 2 to 6 years of experience in solution architect, customer success, or technical support roles.
• Experience working with and owning ticketing systems (Intercom, Zendesk, Salesforce, or similar).
• Experience with AI-enabled support tools or automation systems.
• Strong written and verbal communication skills with a customer-first mindset.
• Proven ability to troubleshoot issues and explain solutions clearly.
• Highly organized with the ability to manage multiple priorities in a fast-paced, start-up environment.