Cypress HCM · 1 day ago
Host Technical Support, AMER - Experiences
San Francisco, CA
Contract
Onsite
Entry, Mid Level
$52.12/hr - $57.14/hr
2+ years expCypress HCM is seeking a Host Technical Support professional for the Americas region. The role involves ensuring host satisfaction through the acquisition and onboarding processes while addressing technical issues and collaborating with cross-functional teams to optimize these funnels.
Human ResourcesInformation TechnologyStaffing Agency
Responsibilities
Become an expert – Familiarize yourself with the acquisition & post-publish funnel steps, challenges and best practices. Understand what good looks like to be able to catch errors proactively and/or know how to “traffic cop” problems as they arise
Write the playbook - Develop templates & source of truth documents to streamline your work and to ensure that the team has the most up to date “solves” for consistent issues, friction points and hurdles
Communication & Collaboration – Function as a mediator and as a “solution detective”, sitting between cross-functional leads, technical leads and Acquisition reps to solve any & all host issues. Required ability to communicate complex technical issues to stakeholders who may lack technical knowledge; the idea candidate will “translate” tech speak to easy-to-understand summaries & instructions. Communicate with hosts quickly and with empathy + humanity
Tracking & Reporting – Ensure 100% accurate data hygiene across all tracking systems and leadership updates. Report out on both positive & negative host needs / trends, with a solution-oriented & growth mindset. Ensure that quarterly objectives and key performance metrics are hit
Quality Management – Stay up-to-date on best-practices & acquisition team trainings. Ensure that your communications to hosts, to cross-functional team members, your templates & documents are current and accurate
Optimization & Retention – Help orient hosts through the acquisition & onboarding process, ensuring that they understand key steps, how to circumvent challenges and what the best practices are
Qualification
Required
2+ years in either content, acquisition, customer support or partnerships operations; working as the go-between across business & tech functions
Bachelor's degree or equivalent experience in related fields
Experience navigating a technically complex platform
Ability to translate tech speak into easy to understand summaries & instructions
Accountability for results – with a proven ability to deliver against KPIs & business targets
Demonstrated ability to thrive in ambiguity, pivot quickly, and be motivated by changing circumstances, consistently acting as a self-starter
Solution-oriented mindset, innovative problem-solving and a proactive approach to addressing challenges
Company
Cypress HCM
Cypress HCM is a staffing and recruiting company providing technology and creative recruiting solutions.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Mark Lillig
CEO
Philip Oommen
CFO
Company data provided by crunchbase