AgentSync
Overview
AgentSync is a powerful, easy-to-use Compliance as a Service solution, directly integrating regulatory database sources of truth (i.e. NIPR, FINRA) with core business systems (i.e. Salesforce) so we can automate the critical business processes associated with these compliance requirements.
We’re a new-school solution tackling an age-old, ubiquitous problem with smart technology and automation in a market full of inefficient, high-cost solution options - spreadsheets, manual processes, legacy software, more headcount, outsourcing, etc.
What you’ll do
Build and execute the customer support strategy, defining service levels, support philosophy, and customer experience standards that scale with our growth
Own, and evolve, the workflows that underpin our customer support model, including case routing, configuration escalations, and release management processes
Ensure high-quality, timely resolution of support issues
Define and track performance metrics for support engineers (e.g., ticket resolution times, CSAT, etc.) creating a culture of continuous improvement and ownership.
Own escalation and incident management protocols for complex support scenarios
Lead documentation strategy by building scalable Standard Operating Procedures (SOPs) for recurring support and operational tasks
Collaborate closely with Product, Engineering, Professional Services, and RevOps to drive resolution of bugs, implement automation improvements, and address customer-impacting issues
Design and implement system and tool enhancements, including automations (e.g., Salesforce Flows, Slack alerts, HubSpot workflows), to improve team efficiency, productivity, and customer responsiveness
Audit and enhance internal tooling and knowledge base systems, ensuring high-quality, well-organized documentation (HubSpot, Confluence, etc.)
Hire, develop, and retain a high-performing team across multiple geographies by providing coaching, career development, and fostering a culture of transparency, empathy, and continuous improvement
Advocate for customers in internal forums, ensuring their needs are represented across the organization
Your Experience
7+ years in Customer Support or Operations within B2B SaaS environments, with demonstrated experience supporting both mid-market and enterprise customer segments
4+ years managing and scaling customer-facing teams through customer base evolution, including experience building enterprise support programs and specialized technical roles
Experience with enterprise support tools and practices: dedicated support channels, priority queuing, executive escalation protocols, post-incident communication and 24x7 support
Strong operational thinking, comfortable building from scratch, iterating quickly and managing associated change
Excellent cross-functional leadership skills with ability to influence Engineering, Product, Sales, and Success teams without direct authority
Strong strategic thinking with the ability to roll-up your sleeves and personally handling escalated issues when needed
Data-driven decision maker with experience using analytics to optimize performance and demonstrate business impact
Technical aptitude with APIs, integrations, and complex product troubleshooting
Experience with multi-channel support (email, chat, phone)
About us AgentSync is a powerful, easy-to-use Compliance as a Service solution, directly integrating regulatory database sources of truth (i.e. NIPR, FINRA) with core business systems (i.e. Salesforce) so we can automate the critical business processes associated with these compliance requirements.
We’re a new-school solution tackling an age-old, ubiquitous problem with smart technology and automation in a market full of inefficient, high-cost solution options - spreadsheets, manual processes, legacy software, more headcount, outsourcing, etc.
At AgentSync we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Location Location:
This is a hybrid position and is open to candidates living within 25 miles of our RiNo office. The role requires a hybrid schedule: in-office on Tue, Wed, Thu and work-from-home on Mon and Fri. Our ideal candidate will live within 25 miles of Denver. States we are able to consider include CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MO, NY, OR, PA, TX, UT, VA, and WA. We are not hiring in the New York metro, Seattle metro, or the Bay Area.
The following represents AgentSync’s reasonable estimate of the range of possible compensation for this role:
$135K - $160K
Additionally, this role is eligible to participate in AgentSync’s equity program.
100% Company Paid Healthcare Insurance (for you and dependents)
Medical
Vision
401(k) retirement savings plan
Other Benefits
Flexible PTO
11 paid holidays per year
Coffee, full stocked snack bar, lunches provided
Candidates: AgentSync Recruiting & Talent teams will only communicate with you using @agentsync.io email addresses. When you receive communication from AgentSync, check the email address domain to ensure you’re connected with our team (and not a scammer!).
We are not able to consider candidates who require a work visa now or in the future.
#J-18808-Ljbffr
We’re a new-school solution tackling an age-old, ubiquitous problem with smart technology and automation in a market full of inefficient, high-cost solution options - spreadsheets, manual processes, legacy software, more headcount, outsourcing, etc.
What you’ll do
Build and execute the customer support strategy, defining service levels, support philosophy, and customer experience standards that scale with our growth
Own, and evolve, the workflows that underpin our customer support model, including case routing, configuration escalations, and release management processes
Ensure high-quality, timely resolution of support issues
Define and track performance metrics for support engineers (e.g., ticket resolution times, CSAT, etc.) creating a culture of continuous improvement and ownership.
Own escalation and incident management protocols for complex support scenarios
Lead documentation strategy by building scalable Standard Operating Procedures (SOPs) for recurring support and operational tasks
Collaborate closely with Product, Engineering, Professional Services, and RevOps to drive resolution of bugs, implement automation improvements, and address customer-impacting issues
Design and implement system and tool enhancements, including automations (e.g., Salesforce Flows, Slack alerts, HubSpot workflows), to improve team efficiency, productivity, and customer responsiveness
Audit and enhance internal tooling and knowledge base systems, ensuring high-quality, well-organized documentation (HubSpot, Confluence, etc.)
Hire, develop, and retain a high-performing team across multiple geographies by providing coaching, career development, and fostering a culture of transparency, empathy, and continuous improvement
Advocate for customers in internal forums, ensuring their needs are represented across the organization
Your Experience
7+ years in Customer Support or Operations within B2B SaaS environments, with demonstrated experience supporting both mid-market and enterprise customer segments
4+ years managing and scaling customer-facing teams through customer base evolution, including experience building enterprise support programs and specialized technical roles
Experience with enterprise support tools and practices: dedicated support channels, priority queuing, executive escalation protocols, post-incident communication and 24x7 support
Strong operational thinking, comfortable building from scratch, iterating quickly and managing associated change
Excellent cross-functional leadership skills with ability to influence Engineering, Product, Sales, and Success teams without direct authority
Strong strategic thinking with the ability to roll-up your sleeves and personally handling escalated issues when needed
Data-driven decision maker with experience using analytics to optimize performance and demonstrate business impact
Technical aptitude with APIs, integrations, and complex product troubleshooting
Experience with multi-channel support (email, chat, phone)
About us AgentSync is a powerful, easy-to-use Compliance as a Service solution, directly integrating regulatory database sources of truth (i.e. NIPR, FINRA) with core business systems (i.e. Salesforce) so we can automate the critical business processes associated with these compliance requirements.
We’re a new-school solution tackling an age-old, ubiquitous problem with smart technology and automation in a market full of inefficient, high-cost solution options - spreadsheets, manual processes, legacy software, more headcount, outsourcing, etc.
At AgentSync we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Location Location:
This is a hybrid position and is open to candidates living within 25 miles of our RiNo office. The role requires a hybrid schedule: in-office on Tue, Wed, Thu and work-from-home on Mon and Fri. Our ideal candidate will live within 25 miles of Denver. States we are able to consider include CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MO, NY, OR, PA, TX, UT, VA, and WA. We are not hiring in the New York metro, Seattle metro, or the Bay Area.
The following represents AgentSync’s reasonable estimate of the range of possible compensation for this role:
$135K - $160K
Additionally, this role is eligible to participate in AgentSync’s equity program.
100% Company Paid Healthcare Insurance (for you and dependents)
Medical
Vision
401(k) retirement savings plan
Other Benefits
Flexible PTO
11 paid holidays per year
Coffee, full stocked snack bar, lunches provided
Candidates: AgentSync Recruiting & Talent teams will only communicate with you using @agentsync.io email addresses. When you receive communication from AgentSync, check the email address domain to ensure you’re connected with our team (and not a scammer!).
We are not able to consider candidates who require a work visa now or in the future.
#J-18808-Ljbffr