Helpshift bridges the disconnect between conventional customer service
channels — such as email and phone support — and a growing consumer base that
does more on mobile phones and has a strong preference for messaging as the
primary mode of communication. Through Helpshift's AI-powered customer service
platform, companies can resolve issues more efficiently, boosting customer
satisfaction in the process. Companies such as Tencent, Supercell, Square and
hundreds of other leading brands use the Helpshift platform to provide
messaging-first customer support. Helpshift is installed on two billion
devices worldwide and serves more than 820 million active consumers monthly.
At Helpshift you'll have the opportunity to work with today's leading B2C
brands as they begin their journey to provide the customer support experience
that their customers want and need. We're looking for self-starters, with a
bias toward action that can clearly articulate their data-centric points of
view and effect experiential change, to join us in revolutionizing customer
relations. If you're excited to learn more about cutting edge technology
including mobile-first asynchronous messaging, Bots, and AI, we're the team
for you!
Requirements
Responsibilities:
Developing Infrastructure-as-Code (IaC) using Terraform, CDK, or Pulumi
Developing CI/CD pipelines for Cloud Deployments
Developing custom automation (Lambda Functions/ Azure functions)
Efficient with programming languages (Python, JavaScript, bash,
powershell, C#)
Managing code repositories and performing peer code reviews
Ability to maintain the code hygiene and writing test cases for the
solutions.
Mentoring and training engineers
Manages Implementation partners
Assist with proof of concepts for strategic and enterprise customers
Work side-by-side with customers to design, build, and deploy complex
integrations
Establish partnerships and strategic relationships with contacts at our
biggest brands
Time management is critical and should be able to manage multiple
tasks/projects simultaneously.
Analyze and audit existing Helpshift implementations for the purpose of
making improvements
Become an expert at using Helpshift's administrative tools which include a
suite of AI products, bots, and other mission-critical support functions
Work collaboratively with Customer Success Managers, other Services teams,
and Sales to ensure customers' overall success with the product
Continually optimize the overall onboarding process with improvements to
documentation, trainings, and other customer-facing content
Occasional travel to client site or other offices (up to 25%)
Requirements:
You have a minimum of 3 years of SaaS experience in a specialization such
as consulting services, technical pre-sales or technical project
management
Proven experience translating ambiguous customer requirements into
actionable technical solutions
You are proficient with any of: Python, Go, C#, Node.js, Powershell
You are proficient with deploying cloud solutions on AWS or Azure
(preferred)
You are familiar with technical SaaS concepts such as SDKs, APIs and cloud
computing
You are exceptionally organized and a project manager at heart
Understanding of Object Oriented Programming concepts
You value performing tasks as efficiently as possible and you dislike
seeing mistakes repeated
You have excellent communication skills and are comfortable leading
meetings with customer executives and analysts alike
You are proficient in the entire G-Suite and can perform data analysis
tasks including generating pivot tables and writing complex formulas in
Sheets/Excel
You are curious about complex systems and a natural problem solver
Bonus points for previous experience in a support role or call center
Build rapport with customers as a consultative seller
Visual Storytelling – Use visual narratives to share a lot of information
in a short amount of time
Benefits
Benefits package including Medical, Dental and Vision
Flexible paid time off
Sick leave
Corporate holidays, including floating holidays
Life & Disability coverage
Paid Basic and AD&D insurance
Voluntary Legal, Accident, Critical Illness and Hospital Indemnity
coverage
Voluntary FSA
401(k) retirement plan
Monthly phone and internet stipend
The salary range reflected is an estimate of base pay and varies per state.
The base pay range may vary if an offer is made for work in your location. The
pay range is $100,000 - $120,000/year.