Customer Support Agent

About Relo Metrics
Relo Metrics is an AI‑powered, fast‑growing, global SaaS company that works with marquee sports leagues, clubs, agencies and brands to help them realize and optimize the value of their sports sponsorship investments. Our sponsorship analytics intelligence platform empowers our clients with the insights they need to retain and grow revenue with dedicated support from our world‑class team of industry experts.

The Customer Support Agent will serve one of the most critical roles in the Relo Metrics business function, interfacing directly with customers and internal team members on a daily basis. The Support Agent will work closely with customers to assist in fully realizing and understanding Relo Metrics’ platform and value proposition. They will answer questions, share best practices and key documentation, triage various question and issue types, and deliver solutions across the entire customer base  Agent will act as a platform expert, specialize in triaging bugs or platform errors ahead of escalation to Product and Engineering, and serve as the true voice of the customer, aggregating key trends and identifying opportunities to deliver additional value.

The role requires strong attention to detail, analytical and organizational skills, excellent communication skills, the ability to navigate help desk software, and the ability to build trust quickly and grow that trust over time.

• Manage and organize a portion of all inbound tickets from customers and internal team members
• Be responsible for a portion of tickets, with specialization in cross‑functional Product and Engineering client support
• Serve as the primary point of contact and escalation across various ticket types
• Respond to customer questions in a timely, professional and accurate manner
• Identify customer needs and help customers leverage specific features
• Follow up with customers to ensure that all issues are resolved
• Leverage support tools to efficiently deliver a world class customer experience and gather customer feedback

• Inform customers about new features and functionalities in collaboration with Customer Success and Product
• Develop a direct connection with the Product and Engineering team. Maintain a through line of feedback and develop new workflows around product trends.
• Analyze and report product bugs and malfunctions—be a lead internal tester to troubleshoot various issues and identify root causes. Troubleshoot directly with the client before asking Product and Engineering for assistance.
• Become a Relo Product expert and help both customers and coworkers succeed via knowledge sharing

• Ideate, create and publish new content for the Customer Support Help Center in collaboration with other team members
• Develop strategic Product resources to train both clients and internal teams on troubleshooting Product malfunctions or bugs
• Standardize best practices, knowledge bases, and external‑facing documentation to create scale in the customer support role
• Report on metrics for frequently visited articles and identify opportunities for new content creation

• Bachelor’s Degree or equivalent work experience

• Start‑up experience preferred
• 2‑3+ years of proven experience in a customer‑facing role at a technology solution, agency, brand or media company.
• Direct experience as a Customer Support Agent triaging, troubleshooting, escalating, and communicating various issue types from customers and internal team members.
• Experience working cross‑functionally across multiple teams.
• Proven expertise in managing customer engagements.
• Experience working within a Customer Support platform such as Zendesk, Freshdesk, Intercom, or Zoho.
• Experience working with SQL and Python.
• Experience working with Data Visualization tools, like Looker.
• Ability to identify insights and trends and direct inquiries to the appropriate parties for further investigation and solutions development.
• Experience working with data, analytics, and backend engineering preferred.

• Knowledge of SQL…