WHO WE ARE:

Sounding Board is the first Leader Development Platform designed to bridge the leadership gap. Aligned with behavioral science-backed leadership development, our platform delivers unparalleled flexibility and measurable impact in leadership coaching engagements. With group coaching and virtual 1:1 engagements, talent leaders can use our industry-leading Leader Development Platform and managed network of certified coaches to reduce administrative burden while developing leaders at scale.

Our customers include large-scale enterprises like Intel, Conagra, Mozilla, Dropbox, and Cloudera, and high-growth companies across every industry, such as Chime, Plaid, Zoom, and UserTesting. When companies partner with us, they see increases in promotion, retention, and development of critical leadership skills in their participating employees.

WHY SOUNDING BOARD?

Sounding Board is a great company. Literally, we are a certified Great Place to Work! In 2022, we also earned Fortune’s Best Small Workplace award. If you like data — and we do — you may be interested to know that 95 percent of our workforce said that management shows appreciation for good work and extra effort. So, if culture matters to you, and you’re looking for a collaborative work environment that encourages you to do your best work, please consider joining us!

• We’re a mission-driven company creating the next generation of leaders

• We’re an exciting, hyper growth organization led by two experienced, entrepreneurial female founders

• We are a passionate, diverse, and inclusive team

• We offer a fully remote work environment

• We offer a competitive compensation package, including company equity

• We offer medical, dental, and vision coverage for employees and dependents 100% paid by the company

• We offer basic life insurance coverage

• We offer voluntary life, AD&D, short- and long-term disability coverage

• We offer a generous paid company holiday schedule, as well as flexible PTO

• We offer a leadership coaching and wellness benefits

WHAT IS THE OPPORTUNITY?

The experiences of our customers and users define who we are. We believe customer support is an important channel to listen to what customers say and what they experience. This opportunity is about establishing the self-service customer support philosophy and practice at a young and rapidly growing organization. You’ll operate in a high-visibility environment and impact customer experience and business needs in very tangible ways. There’s scope for rapid growth and development of your future-self.

Do you love helping others by sharing your technical knowledge? You will educate customers and internal team members about our software while independently keeping your technical know-how up to date as a subject matter expert. You will work closely with the Product and Engineering Teams documenting the newest releases; helping our customers consume changes in our product proactively as a documentation specialist. You will partner with the rest of the Customer Support Team to continually improve and build our written knowledge base and enhance our customer experience directly. With your customer service brilliance and empathetic nature, you provide resources and support to both customers and team members.

WHAT WILL I BE DOING?

As a Customer Support Knowledge Base Specialist, you will build and maintain third-party software systems to ensure that end users are receiving appropriate assistance and guidance when accessing our products. The role is integral to building out our self-service support vision to empower our users to have the best experience without needing hands-on support. You will work closely with various departments, building resources such as knowledge base articles and product tours. Responsibilities include the following:

Additional Customer Support Knowledge Base responsibilities include, but are not limited to:

• Writing and maintaining quality knowledge base articles for both internal and external customers

• Building and maintaining product tours in cadence with product release and company needs

• Communicating regular updates and changes to relevant teams

• Earn the trust of customers and coworkers alike as you offer help, guidance, and even tips and training as a subject matter expert

• Encourage a culture of knowledge sharing
  
  

WHAT QUALIFICATION & SKILLS ARE REQUIRED?

• Strong technical writing skills with the ability to streamline communication

• Strong people skills and a knack for problem-solving and big-picture thinking

• Excellent prioritization skills and an ability to make decisions quickly

• Ability to effectively communicate with software engineers, and bridge the communication gap between customers and engineering

• Self-starter individual contributor with the ability to work independently
  
  

WHAT EXPERIENCE DO I NEED?

• 2-4 years of experience in a customer-facing role, preferably in customer service

• 1-3 years of experience in technical writing

• Familiarity with Zendesk Guide and Articles or similar

• Familiarity with Pendo or product tour applications a plus

• Familiarity with Jira Service Desk and Jira Software tools

• Familiarity with Atlassian Ecosystem

• Experience with troubleshooting for Windows and Mac

• Working knowledge of a range of diagnostic utilities

• Familiar with standard IT operating procedures such as ITIL

• Excellent verbal and written communications skills. Must be able to effectively communicate with engineers and other technical roles

• Must be comfortable working with ambiguity in a startup environment

• An aptitude for technical skills and troubleshooting software, plus an eagerness to learn more.

• Success in team environments, demonstrating shared responsibility and accountability with other team members

• Experience with process improvement a plus

It is the policy of Sounding Board, Inc to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.

Applicants must be authorized to work for ANY employer in the US. We are unable to sponsor or take over sponsorship of employment visas at this time.