Senior Support Specialist

As a Senior Support Specialist at Rylo, you will be the first point of contact for users, providing hands-on technical support while ensuring an exceptional and accessible experience for the Deaf and hard-of-hearing community. With a focus on unreasonable hospitality, you’ll troubleshoot user issues, communicate with empathy, prioritize user needs, and go above and beyond to deliver a seamless, positive experience.

On a day-to-day, you will:

• Respond to customer inquiries via Intercom, chat, email, and other support channels with professionalism, warmth, and care.
• Investigate and troubleshoot product issues using internal tools, customer data, and product knowledge, resolving issues when possible and escalating when needed.
• Educate users on how to best utilize Rylo’s services, empowering them to communicate seamlessly.
• Track and document customer interactions to identify common challenges and areas for improvement.
• Work closely with the Product and Engineering teams to escalate complex technical issues, help identify and document bugs, provide clear context.