• Act as the frontline contact for customers in need of support, and provide timely, accurate, and complete responses to inquiries. • Educate customers on the product, usage, and features. • Diagnose, troubleshoot, and resolve technical issues, working with cross-functional teams as needed. • Escalate and follow-up complex cases with key collaborators below. • Manage Support workload to provide visibility to issues and resolution status. • Continuously improve the internal support processes and tools. • Expand product documentation held in our customer-facing knowledge base. • Process business and technical information for customers and provide feedback for the developer teams. • Participate in an on-call rotation to provide occasional support during off-hours, including nights and weekends, for critical issues.

• Troubleshoot technical issues related to Voice, Platform Applications, and Segment • Maintain customer promises by keeping tickets updated within SLA • Use feedback to improve customer experience and debugging strategies • Improve team efficiency by creating internal content and improving the KCS knowledge base • Work closely with the product team and account team to improve customer satisfaction • Participate in an on-call rotation to support our Enterprise level customers with paid support plans

• Develop deep expertise in our product suite to confidently support customer needs • Respond to customer inquiries via email and phone in a timely, accurate, and personable manner • Research, troubleshoot, and resolve technical issues, including complex or advanced cases • Provide best practice guidance to customers using our email marketing and automation tools • Escalate cases appropriately and collaborate cross-functionally to drive resolution • Share customer insights with Product and internal teams to enhance the in-app user experience • Maintain and contribute to internal documentation and knowledge resources • Stay current on new product features, updates, and evolving support processes

• Answer incoming calls, respond to customer inquiries, and resolve complaints promptly and professionally. • Assist customers with integrating and optimizing Cohere’s API and tools via email, chat, call center calls, ticket system, and Discord. • Create and update self-service resources like documentation, tutorials, and FAQs to empower users and reduce ticket volume. • Track and prioritize support tickets, ensuring timely follow-ups and clear communication. • Share customer insights with Product and Engineering teams to influence roadmap decisions and improve user experience. • Leverage internal tools to identify opportunities for automation and process enhancement.