Senior Customer Success Support Specialist
Core
Senior Customer Success Support Specialist bridging customers, product, and engineering to resolve complex technical issues within the Consumer Data Right ecosystem.
Role type
Senior IC Customer Success Support Specialist
Builds
Data-sharing access solutions for Banking and Energy sectors
Domain
Consumer Data Right (CDR) technology, Banking, Energy
Required skills
SaaS/technical support experience, SLA management, cross-functional coordination, technical problem-solving, customer communication, LLM/automation usage, release coordination
Preferred skills
Implementation or software delivery experience, practical LLM prompting experience
Technologies
LLMs, automation tools
Responsibilities
Own customer support queries from first response to resolution, monitor SLAs and escalate issues, coordinate with technical teams to investigate problems, manage customer communications around software releases, analyze support patterns for continuous improvement, maintain knowledge resources, leverage automation and LLMs to improve support efficiency
Seniority
Senior, hands-on IC
