Relo Metrics · 15 hours ago
Customer Support Agent
New York, NY
Full-time
Hybrid
Entry, Mid Level
$30/hr - $32/hr
2+ years expRelo Metrics is an AI-powered, fast-growing global SaaS company that specializes in sports sponsorship analytics. The Customer Support Agent will play a crucial role in interfacing with customers, providing support, and ensuring that clients fully understand and utilize the Relo Metrics platform effectively.
AnalyticsArtificial Intelligence (AI)Computer VisionDatabaseMarketingSoftwareSponsorshipSports
Responsibilities
Manage and organize a portion of all inbound tickets from customers and internal team members
Be responsible for a portion of tickets, with specialization in cross functional Product and Engineering client support
Serve as the primary point of contact and escalation across various ticket types
Respond to customer questions in a timely, professional and accurate manner
Identify customer needs and help customers leverage specific features
Follow up with customers to ensure that all issues are resolved
Leverage support tools to efficiently deliver a world class customer experience and gather customer feedback
Inform customers about new features and functionalities in collaboration with Customer Success and Product
Develop a direct connection with the Product and Engineering team. Maintain a throughline of feedback and develop new workflows around product trends
Analyze and report product bugs and malfunctions - be a lead internal tester to troubleshoot various issues and identify root causes. Troubleshoot directly with the client before asking Product and Engineering for assistance
Become a Relo Product expert and help both customers and coworkers succeed via knowledge sharing
Ideate, create and publish new content for the Customer Support Help Center in collaboration with other team members
Develop strategic Product resources to train both clients and internal teams on troubleshooting Product malfunctions or bugs
Standardize best practices, knowledge bases, and external-facing documentation to create scale in the customer support role
Report on metrics for frequently visited articles and identify opportunities for new content creation
Qualification
Required
Bachelor's Degree or equivalent work experience
2-3+ years of proven experience in a customer-facing role at a technology solution, agency, brand or media company
Direct experience as a Customer Support Agent triaging, troubleshooting, escalating, and communicating various issue types from customers and internal team members
Experience working cross-functionally across multiple teams
Proven expertise in managing customer engagements
Experience working within a Customer Support platform such as Zendesk, Freshdesk, Intercom, or Zoho
Knowledge of SQL and Python
Strong attention to detail
Excellent people skills - must be empathetic, understanding, patient, confident, and good humored
Possess the ability to interact and communicate with a broad spectrum of personality types
Proven analytical and organizational skills
Ability to manage multiple projects simultaneously in a fast paced environment
Capable of efficiently learning all aspects of customer-facing and internal-facing product platforms
Strong communicator with good response time and ability to coach and train at a high level
Willing to learn additional Engineering-specific platforms
Customer-obsessed
Confidence to deliver consistent messaging to external stakeholders
Initiative to solve problems autonomously
Diligent, detailed, and hard working in all tasks
Ability to wear many hats and work with multiple teams
Preferred
Start-up experience
Experience working with SQL and Python
Experience working with Data Visualization tools, like Looker
Experience working with data, analytics, and backend engineering
Experience with AI usage and adoption
Passionate about sports
Benefits
Employer-matched 401(k) retirement plan
Participation in a bonus, commission, or stock incentive program
Company
Relo Metrics
Relo Metrics is an AI-powered sponsorship analytics and data platform.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Jay Prasad
Chief Executive Officer & Board of Directors
Recent News
EssentiallySports
2025-07-31
2025-07-31
Company data provided by crunchbase