Customer Support Specialist

About Conductor: Conductor is the leading enterprise AEO platform. Today’s top enterprise brands use Conductor to grow authority and visibility in both AI and traditional search engines. From tracking visibility in LLMs to real-time monitoring of technical site health and scaled AI content creation, Conductor provides a single source of truth that fuels digital growth—all from one platform. Conductor is a mission-driven company with a commitment to innovation, customer success, and culture. For Conductor, success is improving the lives of everyone in our orbit—our customers, our customers' customers, our employee-owners, and our communities. We are looking for a passionate Customer Advocate - Technical Support , who is seeking a customer-centric, results oriented support guru who thrives on providing support through many different channels of communication – including email, phone, chat, and forums. The ideal candidate is a self-starter who possesses fantastic troubleshooting skills, is driven to help customers, and has the ability to dive deep into a new product to learn it inside and out. What you'll do (Responsibilities): Provide support for all technical queries from customers related to Conductor’s platform via live messaging/chat and asynchronous channels as well as providing resolution for escalated technical issues Own the customer experience and work to exceed their expectations. Partner with other teammates using troubleshooting skills to isolate, analyze and provide resolution to customer issues of moderate to high complexity Consistently look for solutions to problems and propose improvements if something could work better Drive product change and improvement by partnering with colleagues across the organization to make Conductor the top tier Organic Marketing Enterprise SEO & Content platform Develop a deep knowledge of Conductor’s platform to remove technical barriers for our Customers and help them navigate a variety of tools within the Conductor Platform Conduct business with integrity consistent with Conductor’s values, policies and procedures Who you are (Required Skills/Abilities): Bachelor’s degree in Engineering, Computer Science, or related field or equivalent experience A minimum of three years of experience working within a Technical Support or Customer Service function Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious Excellent organizational, written, and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to highly technical users in our tickets as well as knowledge base articles A strong sense of urgency Ability to empower end-users to support themselves using our knowledge base Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation A true problem solver that loves a challenge Ability to organize and prioritize responsibilities under pressure Strong proficiency in Microsoft Office/Google Drive Demonstrated commitment to continuous learning Familiarity with HTML, XML, JavaScript, CSS and SQL Experience with Google Analytics, Adobe Analytics, IBM Digital Analytics & Webtrends Experience troubleshooting in a SaaS environment Prolonged periods of sitting at a desk and working on a computer. Must be available to work CST hours The future of work is transformed at Conductor, and we don’t just use AI - we weave it into everything we do . We prioritize hiring individuals who stay ahead of the curve, seeking "AI leading" talent who are curious, adaptable, and skilled at utilizing AI to amplify their specific roles. Because we are committed to this tech-forward environment, every candidate’s journey includes a dedicated assessment of their AI literacy and competency by a specialized panel of experts to ensure you are ready to thrive and lead at Conductor. Compensation: Conductor maintains competitive, performance-based compensation programs. The NYC base salary range for this role is currently $60,000 - $67,000. Placement within that range will be dependent on experience. -------------------------------------------------------------------------------------------------------------------- Conductor LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives and challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, and stronger decision making. All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, and business needs . Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance. In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.