Job Description

Position Overview

You are accountable for solving issues for our buyers related to platform performance in order to maintain strong relationships with them, enable future growth, and ensure retention. To be successful in this role you will need to collaborate with Ambient’s Support, Engineering, Account Management, and Implementation teams to achieve resolutions in an efficient and timely manner. You will interact directly with our buyers to provide clarity about their issue and our plan to resolve it while keeping them informed along the way, which is essential to our mission of providing differentiated quality of service.

Key Responsibilities

• Handling escalated issues: Receive and review escalated customer complaints, inquiries, and issues from the Customer Support, Customer Success, Sales, and Account Management teams, determining the appropriate course of action to resolve them efficiently.
• Cross-functional collaboration: Work with various functions like Support, Engineering, Account Management, and Implementation to gather information, coordinate solutions, and ensure timely issue resolution.
• Communication: Maintain clear and consistent communication with escalated customers as well as Ambient and partner stakeholders by providing updates on issue status, managing expectations, and de-escalating situations when necessary.
• Root cause analysis: Analyze escalated issues to identify recurring problems, trends, and potential systemic issues within the Support process to recommend improvements.
• Performance monitoring: Track key metrics related to escalated issues, such as resolution time, customer satisfaction, and escalation volume, to identify areas for improvement.
• Escalation process management: Establish and maintain clear escalation procedures, including criteria for escalating issues, communication protocols, and ownership assignments.
• SLA adherence: Ensure that all escalated issues are resolved within established service level agreements (SLAs).

Key Skills

• Strong customer support expertise: Proven experience in customer service with a deep understanding of customer needs and pain points.
• Problem-solving skills: Ability to analyze complex issues, identify root causes, and develop effective solutions.
• Communication skills: Excellent written and verbal communication skills to effectively interact with customers and cross-functional teams.
• Leadership abilities: Ability to guide and mentor customer service representatives on escalation management practices.
• Decision-making skills: Confidence to make timely decisions on escalated issues, often with limited information.
• Technical proficiency: Familiarity with CRM systems and customer support ticketing tools to effectively track and manage escalated issues.

Key Outcomes

• Avg escalation resolution time

About the Company

Ambient combines a decade of operational experience with design and engineering prowess to improve apartment living and management in the most impactful, cost-effective way possible. The name "Ambient" embodies our vision to create a category-defining platform that seamlessly integrates smart technology into the built environment and transforms the way people live, visit, and work in multifamily communities. Our focus is on increasing the value of multifamily properties by making them more efficient to operate and more comfortable to live in.

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A note to recruitment agencies: Please don’t reach out to Ambient employees or leaders about our roles -- we’ve got recruiting covered. We don’t accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes. Thank you for your understanding.