Premium Support Engineer - Remote (United Kingdom)

ReplitRemote - United Kingdom

Remote Full-time

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Experience Level

Manager

Qualifications

ResponsibilitiesLead and develop a regional team of Premium Support Engineers, setting benchmarks for technical expertise, efficiency, and customer satisfaction. Act as a player-coach, managing complex cases and escalations while mentoring your team towards operational excellence. Oversee the complete Premium Support experience for both high-volume Pro users and high-touch Enterprise clients. Manage daily operations of the Premium Support queue, ensuring that service level agreements (SLAs) for response, updates, and resolutions are consistently achieved or surpassed across different customer tiers. Serve as the lead for escalating critical or sensitive issues, closely coordinating with Product and Engineering to ensure swift resolutions. Communicate incident updates effectively to Premium customers, ensuring timely and clear communication that builds trust during challenging situations. Develop and enhance processes, playbooks, and tools that facilitate scalable, high-quality Premium Support in an evolving environment. Collaborate with Sales and Customer teams to align expectations, onboarding processes, and ongoing support for Enterprise accounts.

About the job

Join Replit, a pioneering platform revolutionizing software creation through natural language, empowering millions globally to develop applications effortlessly. As a Premium Support Engineer, you'll spearhead a dynamic team dedicated to providing exceptional technical support to our most valued customers, from high-traffic Pro users to enterprise-level accounts.

In this influential role, you will establish the framework for Premium Support in your region, guiding its operations and facilitating cross-functional collaborations. As a player-coach, you will not only lead your team but also remain actively involved in resolving intricate cases, managing escalations, and exemplifying the highest standards of technical proficiency and customer care.

Replit is at the forefront of AI-driven software development, and your contribution will be vital in shaping how Premium Support evolves alongside our innovative products and customer needs. Your ability to navigate uncertainties and provide clarity will be essential for your team's success.

Collaborating closely with Engineering, Product, Sales, and Support Operations, you will ensure our Premium customers receive outstanding service while enhancing the systems and processes that elevate our platform.

About Replit

Replit is an innovative platform that democratizes software development, allowing individuals to create applications using natural language. With a global user base in the millions, Replit is breaking down barriers to software creation and empowering developers of all skill levels.

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