About Us Geeks on Site provides nationwide computer repair and technology support services for homes and businesses, delivered both remotely and on-site. Our services include computer repair, IT support, smart home installation, and a broad range of in-home and business technology services—offering fast, reliable solutions across a wide range of devices and systems. Job Overview This is a full-time, work from home position and you'll handle high volumes of customer calls, providing product and service information, following instructions, and procedures, resolving complaints, and maintaining customer relationships through active listening and problem-solving skills.

• Build the engagement roadmap for paying customers, distinct from the marketing team's lifecycle programs for free users, with a sharp focus on product adoption, educator enablement, and expansion readiness. • Design and execute multi-touch engagement programs — email campaigns, webinars, events, and community initiatives — tailored to paying customers and aligned with the Customer Success team's account strategies. • Create and oversee compelling enablement assets — video tutorials, product guides, best-practice resources, and quick-start materials — that help educators adopt Brisk tools with confidence. • Plan and execute in-person customer engagement events, regional meetups, and partner showcases that deepen relationships and drive adoption within key markets. • Establish and track the KPIs that define customer health and engagement success — usage milestones, onboarding velocity, PD completion, adoption lift, and leading indicators of renewal and growth. • Lead and manage the Professional Learning team, including two Professional Learning Program Managers and a contract team of seasonal trainers who deliver professional development during peak periods. • Own the strategy and quality of all synchronous and asynchronous learning programs for paying customers — including onsite PD, virtual workshops, webinar series, on-demand content, and certification or credentialing pathways. • Support the customer onboarding experience post-technical implementation — designing the journey that moves districts from "rostered and configured" to "teachers actively using Brisk in their classrooms." • Work closely with Customer Success Managers to ensure engagement and PD programs align with account-level goals and that customer insights flow back into program design. • Coordinate with Sales and Operations to ensure smooth handoffs from deal close through implementation and into the onboarding and enablement experience.

• The CSM manages Federal Government Land Mobile Radio service contracts with the responsibility for successful deliveries on all services designed for and utilized by the assigned customers. • Emphasis on cultivating and developing key relationships and growing managed service product sales in multi-levels of large customer accounts. • Work closely with Sales Account Management, Pre-sale and Post-sale teams to service customers and continue to grow the overall Motorola Service business. • Responsible for goal driven business growth, account service plans, individual goals, and further development on customer satisfaction strategies. • Responsible for achieving P&L goals, including those for service billings, and cost/margin performances.

Role Description This is an early, high-leverage hire at Suppli. As one of our first customer-facing team members, you won't just close tickets — you'll be building meaningful relationships with our customers who will know you by name. You'll work directly with our founders, engineers, and customers to make sure every interaction with Suppli feels fast, human, and genuinely helpful. We're looking for someone who takes full ownership, moves without being asked, and uses AI not as a novelty but as a daily tool — to draft faster, research smarter, and spend their time on the things that actually matter. Who Thrives Here (read this first — it saves everyone time): - You own the outcome, not just the ticket. - You don't close a support request and move on — you ask why it happened, whether it will happen again, and what we should do about it. - You connect the dots between individual issues and systemic problems. - You're AI-native, not AI-curious. - You use tools like Claude, ChatGPT, or similar every day — to draft responses, summarize call transcripts, research edge cases, and build internal documentation faster than anyone expects. - You don't wait to be taught; you find the workflow yourself. - You context-switch well. - One hour you're triaging a complex onboarding issue. The next you're writing a help article, logging a bug in Linear, and jumping on a quick call with a supplier. - You don't lose the thread. You thrive in the fluidity. - You communicate with precision and warmth. - You write responses that are clear and human — not robotic, not over-apologetic. - On a call, you put customers at ease and come away with useful information. - You can translate a technical issue into plain language and a customer complaint into a clear product requirement. - You have a bias for action. - When something is broken, you fix what you can and escalate what you can't. - When there's no playbook, you write one. - You take ownership of gaps without being asked. - This isn't a 9–5 role. - Building a great company means going the extra mile. - We're not a face-time culture, but when it matters — and it will — you're there. What You'll Own: - Be the voice of the customer internally. - Synthesize patterns from inbound issues, calls, and conversations into clear product feedback. - Log bugs and feature requests in Linear with enough context that engineering can act on them. - You're the best signal we have on what's broken and what's missing. - Resolve support requests end-to-end. - Own inbound support across email, chat, and calls — from triage to resolution. - Use AI tools to draft, research, and respond faster than feels possible manually. - Escalate intelligently when needed; close the loop always. - Impact our support infrastructure. - Maintain our help center and FAQs. - Optimize the systems that let us scale knowledge rather than headcount. - When you see a recurring question, your instinct is to eliminate it. - Work cross-functionally. - You're the connective tissue between what customers are experiencing and what the team is building. - Partner with product on prioritization and with engineering on reproducing and resolving bugs. - You'll often know the answer before anyone else does. - Improve how we support over time. - Propose and implement workflow improvements — using AI tools, better documentation, or smarter processes — so the support function gets faster and more effective as we grow, not just bigger. Qualifications - 3+ years of customer support or customer success experience in a B2B environment - Understanding of basic accounting - Experience in integration heavy environments - You're an early riser - you don't have a problem starting your day at 8AM ET - Demonstrable AI-native workflow — you can walk us through how you use AI tools to move faster and do better work today - Strong written communication — your responses are clear, warm, and precise. - You can write a help article and a bug report with equal care - Comfort with ambiguity — you've worked in an environment where the playbook didn't exist yet and you helped build it - Technical curiosity — you're not an engineer, but you can read a basic error message, understand a workflow, and communicate clearly with a technical team - High ownership mindset — you notice gaps, you close them, and you don't need to be asked twice