Kizen
Overview
Join to apply for the
Technical Customer Support Specialist
role at
Kizen . Location:
Manthana, NY (In-office 4x per week) Location:
Hybrid, New Yok, NY About the company:
At Kizen, we're engineering a more humane future where AI drives universal healthcare, more impactful work, world-class education, exceptional customer experiences, and overall a more fulfilling human experience. Kizen is on a mission to give every team member an AI Assistant - turning every company into an AI-company, every worker into an AI-Enhanced Worker, and every Process into an AI-optimized, continuously improving process. Kizen is the first GenAI enterprise application builder. Businesses of any size, within any industry can build AI assistants for complex jobs across healthcare, finance, and HR and modern enterprise applications - like CRMs, Workflow Automation, Real Time Dashboards, and Secure Portals in minutes and perfect them in an afternoon. Kizen helps teams systematically improve processes and business outcomes with data-driven insights and powerful automation with access to all the latest AI models. Role Overview
Kizen is looking for a talented Technical Customer Support Specialist to join our rapidly expanding, venture-backed startup, to support our growing customer base by providing them with a superior support experience to pair with our amazing product. As a Technical Customer Support Specialist, you will partner with Engineering, Customer Success, Product, Sales, and customers to drive successful outcomes to all levels of inquiries and issues they may encounter in their Kizen journey. You will be part of a team of motivated, seasoned support professionals - this team lives and breathes our company value customer-obsessed. Responsibilities Provide high-quality customer communication, technical troubleshooting, resolution, and follow-through for all assigned customer issues and inquiries, ensuring we meet or exceed all customer and internal SLA's Assist customers with new product features, configurations, and onboarding Educate customers on the use of Kizen product features as needed Identify customer system health issues by analyzing key metrics and dashboards, then devising and executing a remediation plan while coordinating and updating the customer throughout Contribute to customer help articles and internal playbook/FAQs to improve overall support delivery Provide root cause analysis documents to explain high-impact incidents when needed Work closely with teams across Kizen to drive product, process, and service improvements Provide level 1 and level 2 customer support
Qualifications
Communication: professional presentation and interaction skills with both customers and internal teams Project planning: plan and execute implementation of customer projects, including configuration and customization with integrations to SaaS-based systems Self-motivated: proactive approach to delivering service to customers Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers CSM experience in a product-led or SaaS company is a plus
Technical Skills
Problem-solving: troubleshoot and identify the root cause of issues Experience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project Management Experience in a customer-facing role in at least one of the following: LLMs, RAG, Knowledge technologies, SaaS-based system integrations
Experience
5+ years of experience in technical support, technical account management, technical customer support or a similar role; B2B and SaaS product is preferable
Why Kizen
We're a fast-growing company that values innovation, growth, and continuous improvement. By joining Kizen, you'll play a pivotal role in shaping the future of the company while enjoying a supportive, dynamic, and collaborative workplace. You'll have opportunities for professional development, impact, and career advancement. What We Offer
Career Growth Opportunities Engaging Work Culture Top-Tier Compensation Equity Package Healthcare Coverage Professional Development Stipends PTO
EEO Statement
Kizen is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics. At Kizen, we fully comply with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. Compensation
The base salary range for this position is [$95,000-$115,000]. However, base pay offered may vary depending on job-related knowledge, skills, and experience. In addition to base salary, we also offer generous equity and benefits packages. OTE - $114,000- $138,000. Compensation Range: $95,000$115,000 USD. Job Details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Information Technology Industries: Technology, Information and Internet
#J-18808-Ljbffr
Join to apply for the
Technical Customer Support Specialist
role at
Kizen . Location:
Manthana, NY (In-office 4x per week) Location:
Hybrid, New Yok, NY About the company:
At Kizen, we're engineering a more humane future where AI drives universal healthcare, more impactful work, world-class education, exceptional customer experiences, and overall a more fulfilling human experience. Kizen is on a mission to give every team member an AI Assistant - turning every company into an AI-company, every worker into an AI-Enhanced Worker, and every Process into an AI-optimized, continuously improving process. Kizen is the first GenAI enterprise application builder. Businesses of any size, within any industry can build AI assistants for complex jobs across healthcare, finance, and HR and modern enterprise applications - like CRMs, Workflow Automation, Real Time Dashboards, and Secure Portals in minutes and perfect them in an afternoon. Kizen helps teams systematically improve processes and business outcomes with data-driven insights and powerful automation with access to all the latest AI models. Role Overview
Kizen is looking for a talented Technical Customer Support Specialist to join our rapidly expanding, venture-backed startup, to support our growing customer base by providing them with a superior support experience to pair with our amazing product. As a Technical Customer Support Specialist, you will partner with Engineering, Customer Success, Product, Sales, and customers to drive successful outcomes to all levels of inquiries and issues they may encounter in their Kizen journey. You will be part of a team of motivated, seasoned support professionals - this team lives and breathes our company value customer-obsessed. Responsibilities Provide high-quality customer communication, technical troubleshooting, resolution, and follow-through for all assigned customer issues and inquiries, ensuring we meet or exceed all customer and internal SLA's Assist customers with new product features, configurations, and onboarding Educate customers on the use of Kizen product features as needed Identify customer system health issues by analyzing key metrics and dashboards, then devising and executing a remediation plan while coordinating and updating the customer throughout Contribute to customer help articles and internal playbook/FAQs to improve overall support delivery Provide root cause analysis documents to explain high-impact incidents when needed Work closely with teams across Kizen to drive product, process, and service improvements Provide level 1 and level 2 customer support
Qualifications
Communication: professional presentation and interaction skills with both customers and internal teams Project planning: plan and execute implementation of customer projects, including configuration and customization with integrations to SaaS-based systems Self-motivated: proactive approach to delivering service to customers Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers CSM experience in a product-led or SaaS company is a plus
Technical Skills
Problem-solving: troubleshoot and identify the root cause of issues Experience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project Management Experience in a customer-facing role in at least one of the following: LLMs, RAG, Knowledge technologies, SaaS-based system integrations
Experience
5+ years of experience in technical support, technical account management, technical customer support or a similar role; B2B and SaaS product is preferable
Why Kizen
We're a fast-growing company that values innovation, growth, and continuous improvement. By joining Kizen, you'll play a pivotal role in shaping the future of the company while enjoying a supportive, dynamic, and collaborative workplace. You'll have opportunities for professional development, impact, and career advancement. What We Offer
Career Growth Opportunities Engaging Work Culture Top-Tier Compensation Equity Package Healthcare Coverage Professional Development Stipends PTO
EEO Statement
Kizen is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics. At Kizen, we fully comply with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. Compensation
The base salary range for this position is [$95,000-$115,000]. However, base pay offered may vary depending on job-related knowledge, skills, and experience. In addition to base salary, we also offer generous equity and benefits packages. OTE - $114,000- $138,000. Compensation Range: $95,000$115,000 USD. Job Details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Information Technology Industries: Technology, Information and Internet
#J-18808-Ljbffr