WineFetch · 5 hours ago
RentHub Technical Implementation and Support Coordinator
United States
Full-time
Remote
New Grad, Entry LevelWineFetch is a company focused on ensuring smooth customer onboarding and ongoing support. The Technical Implementation and Support Coordinator will act as the liaison between clients and the remote customer support developers, managing support requests and coordinating installations to drive product satisfaction.
E-CommerceMarketing AutomationRetailRetail TechnologyWine And Spirits
Responsibilities
Manage and triage all incoming customer support requests via Azure DevOps
Ensure 90%+ of support tickets are acknowledged within 1 hour
Maintain clear communication between U.S.-based clients and the offshore dev team, ensuring follow-through and closure on all support issues
Successfully coordinate 100% of scheduled on-site installations (expected: 4 per month max) (2 day on site requirement)
Initiate post install survey 30 days after install
Maintain a customer satisfaction rating of 90%+ from post-install feedback surveys
Schedule and facilitate weekly sync meetings between customer support developers and Product Manager
Attend Weekly RentHub QA with Dealers. Occasionally preside over meeting to present release
Create and maintain internal documentation and installation checklists
Provide bi-weekly update summaries on support patterns or recurring issues to help inform product decisions to internal leadership
Log and escalate customer feedback with actionable summaries to the product team
Participate in at least 1 quarterly roadmap meeting to represent support and field experience insights
Qualification
Required
Manage and triage all incoming customer support requests via Azure DevOps
Ensure 90%+ of support tickets are acknowledged within 1 hour
Maintain clear communication between U.S.-based clients and the offshore dev team, ensuring follow-through and closure on all support issues
Successfully coordinate 100% of scheduled on-site installations (expected: 4 per month max) (2 day on site requirement)
Initiate post install survey 30 days after install
Maintain a customer satisfaction rating of 90%+ from post-install feedback surveys
Schedule and facilitate weekly sync meetings between customer support developers and Product Manager
Attend Weekly RentHub QA with Dealers. Occasionally preside over meeting to present release
Create and maintain internal documentation and installation checklists
Provide bi-weekly update summaries on support patterns or recurring issues to help inform product decisions to internal leadership
Log and escalate customer feedback with actionable summaries to the product team
Participate in at least 1 quarterly roadmap meeting to represent support and field experience insights
Strong Communicator: Can confidently speak with clients, developers, and leadership across cultures and time zones
Tech-Savvy & Resourceful: Familiarity with software installation, remote troubleshooting, and Azure DevOps or similar platforms
Organized & Detail-Oriented: Can manage a support queue, track meetings, and maintain records with consistency
Self-Starter: Capable of working independently, traveling for installs, and managing shifting priorities
Customer-Oriented: Has a service mindset and takes pride in client success
Rental Experience: Has some sort of dealership experience and/or has worked in a rental environment
Preferred
Experience with rental software, dealership systems, or SaaS installations
Prior experience in a fast-paced startup or scale-up environment
Familiarity with agile workflows and product development cycles
Benefits
Medical
Dental
Vision
Basic life insurance
Short/long term disability
401(k) participation (with company match)
Minimum of 10 days of vacation for new employees
Sick time based on state requirements
8 Company-paid holidays
2 personal holidays per year
Company
WineFetch
WineFetch is an e-commerce and marketing platform for the retail wine and spirits industry
Founded in 2004
11-50 employees
Funding
Current Stage
Early StageTotal Funding
unknown2019-03-15Acquired
Leadership Team
Matthew R.
Chief Revenue Officer
Company data provided by crunchbase