Job Opportunities in the I2BF Portfolio

I2BF Global Ventures

Associate CS Support Analyst



IT, Customer Service
Yerevan, Armenia
Posted on Thursday, May 9, 2024

Ready to be a Titan?

Ready to contribute meaningfully to the ServiceTitan/Convex end-to-end customer journey? In the role of CS Support Analyst, you will be supporting CSMs in functions critical to creating Convex/Atlas accounts, enabling product usage tracking, and answering baseline customer support tickets. You will be critical to the customers having a great experience with us.

You will work closely with our Director of Post-Sales and Operations and CSMs. You will always be a thoughtful listener to, and fierce advocate for, our team, but also our customer base. By helping us retain and delight our users, you will have the unique opportunity to improve productivity and efficiency across the second largest sector in the global economy, construction & services.

You will report to the Director of Post-Sales and Operations for the Convex business line who has processes outlined for you to jump into on day one. You will actively contribute to helping improve these processes and also funnel appropriate feedback back to Product Managers.

What You'll Do:

  • You have a passion for process management, organizing data, and occassionally interacting with customers

  • You guide your customer’s account setup process and help us refine the 'playbook' every day.

  • Work closely with cross functional teams (customers, sales, product) to ensure a world class customer experience.

  • Ensure both your internal team counterparts and customers are getting help to solve their day-to-day problems with solutions

  • You will coordinate with CSMs to create new software instances via our backend tools, keep coordination with Product organized, and keep Salesforce select data organize

What You'll Need:

  • A Bachelor’s degree and 1-2 years experience in data entry, customer support, or process management. Open to new hires as well with the right education or skillset

  • Experience in SaaS and Customer Success a plus

  • A strong grasp on processes and workflow efficiencies, experience with software platforms like Slack, JIRA, Salesforce a plus

  • Team-first orientation and excellent internal and external communication skills

  • Strong work ethic and experience excelling at a fast-paced, venture-backed startup

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.

What We Offer:

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

  • Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.

  • Holistic health and wellness benefits: Company-paid medical, dental, and vision (available to employees and their dependents day 1), parent and siblings’ insurance, pet insurance, wellness benefit, office massage, etc.

  • Support for Titans at all stages of life: Parental leave and support, on demand maternity support through Maven Maternity, financial planning tools, Employee Assistance Program services, and more

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.