Customer Success First Responder

Director of Emerging Technologies and Customer Success Location

Alpharetta, Georgia (In office 9am-5pm M-F)

The First Responder is the front line of Octane5's Customer Success team, providing the first point of contact for Brand Comply users and clients experiencing issues, questions, or requests. This role is responsible for responding to incoming tickets, resolving what can be resolved directly, and routing what can't to the right person with the context needed to move quickly. First Responders work closely with System Specialists, Account Managers, and the Development team to keep ticket volume moving and client trust intact.

• Provide technical support to users by researching and answering questions and troubleshooting problems.
• Support clients by identifying problems, researching answers, and guiding them through corrective steps.
• Maintain and grow job knowledge through ongoing discussion with System Specialists, Account Managers, and the Rapid Response Team.
• Create and maintain internal reports tracking SLA performance against goal and overall client ticket management.
• Contribute to team and organizational goals by completing related tasks and results as needed.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and ability required.

• Strong troubleshooting and diagnostic instincts — able to distinguish what a customer reports from what is actually happening before proposing a fix.
• Clear, accurate written communication; comfortable drafting client-facing replies under time pressure.
• Ability to manage a queue of concurrent tickets across multiple clients, each with its own configuration and history.
• Comfortable saying "I don't know yet" and investigating rather than guessing.
• Prior experience in a customer support, help desk, or technical support role required.
• Familiarity with ticketing systems (e.g., Fresh Desk) and SLA-based support models.
• Experience with brand protection, licensing, or royalty/compliance systems.

• Consistent achievement of SLA response and resolution targets.
• Low rate of tickets requiring rework or re-escalation due to incomplete initial diagnosis.
• Clear, accurate documentation that reduces repeat questions from clients and teammates.
• Positive client feedback on responsiveness and clarity of communication.
• Clients maintain full confidence in their requests being completed when employee is author of the responding message.

Octane5 International — Customer Success Team