Company Overview:
Kale’s mission is to empower people to translate their social value into economic value. With our focus on everyday creators and a content-first discovery experience, Kale is redefining social commerce. Our goal is to flip influencer marketing on its head to put power back in the hands of true customers, making brand/creator relationships genuine and trustworthy.
What you will do:
You will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality.
You will take ownership of complex, technical user issues and work across teams, including Engineering and Product, to resolve them. A deep understanding of data analysis will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with Kale’s key metrics, such as Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA).
Responsibilities
Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
Conduct user research, solicit feedback from our application users (interviews, surveys, etc.)
Partner with stakeholders across Product, Engineering, and Operations teams to define success metrics, analyze trends, and provide actionable recommendations.
Identifying and quantitatively sizing feature opportunities based on user insights, to inform our overall Product strategy.
Analyze and troubleshoot issues through direct user interaction (email, video conferencing), to extract and interpret data to find trends/patterns, and leveraging your knowledge of Kale’s product as well as social media platforms.
Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
Lead continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.
Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
Constantly challenge the status quo and push for innovation in user support strategies and operational processes.
Who you are
We’re looking for someone who meets the following requirements to succeed in this role:
Minimum Requirements
4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
Experience working with API’s.
Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
Experience in project management, particularly in optimizing processes, workflows, or support operations.
Preferred Qualifications
Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.
Comfortable explaining technical concepts to both technical and non-technical stakeholders.
Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.
Nice to haves
Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.