• Carry direct responsibility for a portfolio of complex, high-priority, or escalated customer situations requiring senior-level ownership and coordination • Lead and develop a team of Customer Support Managers, Team Leads, and/or Support Specialists with accountability for performance, coaching, and operational consistency • Support customers across multiple SaaS products and environments, ensuring effective coordination and consistent service quality despite varying product complexity • Serve as the senior escalation point for executive-level customer issues, commercially sensitive situations, and cross-functional incidents • Draft, review, and guide high-impact customer communications during escalations, service disruptions, or critical account situations • Balance personal operational responsibilities with leadership responsibilities — ensuring neither customer ownership nor people leadership quality degrades under pressure • Coach managers and team members through complex customer interactions, escalation management, and stakeholder communication strategies using real-time operational examples • Partner with Product, Engineering, and Customer Success leadership to drive resolution plans, customer recovery efforts, and systemic operational improvements • Maintain visibility into team performance metrics, SLA adherence, escalation trends, and support quality while actively contributing operationally where needed • Help establish scalable operational processes, escalation frameworks, and communication standards across support teams and product lines • Lead root cause analysis efforts to identify recurring issues, process gaps, product defects, and opportunities for operational improvement. • Drive knowledge management strategy, including internal documentation, customer-facing knowledge bases, self-service adoption, and content governance. • Define and enforce ticketing standards, case management processes, documentation requirements, escalation procedures, and support workflow compliance.

Role Description Triple Whale's customers are operators making real business decisions with their data - and they deserve a support experience that meets them at that level. As a Customer Support Specialist, you'll help DTC brands get the most out of Triple Whale: - Understanding what they're trying to accomplish in their business. - Getting into the platform with them. - Ensuring they leave each conversation closer to their desired outcome. This is a technical role. Our customers ask real questions about attribution, integrations, reporting, and Moby — and you'll be one of the first people from Triple Whale to help them work through it. You'll have Moby as a copilot, a team that backs you up, and a clear path to grow into Solutions Architecture, Implementation, Support Engineering, or Product if that's where you want to go. What You’ll Do - Respond to customers across live chat and email support, owning every conversation from first contact through resolution. - Understand the customer's outcome, not just their question. - Be deeply fluent in Triple Whale, the ecommerce stack our customers live in, and the attribution, marketing-data, and AI workflows that drive their decisions. - Investigate and troubleshoot technical and platform issues across pixel, integrations, reporting, Moby, and beyond. - Use Moby as your copilot to investigate, retrieve, draft, and resolve issues. - Coach customers on how to get more from the platform - best practices, use cases, and workflows. - Share trends, customer feedback, and friction points with Product, Engineering, and CS. - Contribute to the knowledge base, internal runbooks, and Moby context. Qualifications - 2+ years of experience in customer support, technical support, customer success, solutions, or another client-facing technical role - ideally in SaaS, martech, analytics, or ecommerce. - A technical mind; comfortable in data and can reason about it. - SQL fluency, familiarity with pixels/server-side tracking, or experience debugging ad-platform integrations is a strong plus. - An investigative, problem-solving mindset. - Real interest in customer outcomes. - Exceptional written and verbal communication skills. - Customer-first instinct paired with sound judgment. - Comfort learning quickly in a fast-moving AI-native product. - The ability to prioritize across competing customer needs in a high-volume environment. - Familiarity with Intercom, HubSpot, Jira, or similar support and ticketing platforms is a plus. Benefits - Base Compensation Range: $50,000 - $65,000. - Equal opportunity employer; commitment to diversity and inclusion. Company Description Triple Whale is the AI operating system built for modern ecommerce. We help you see what's actually working in your business, what's not, and what to do next. We pull every signal in your business into one place, and put it on the most trusted measurement foundation in the industry. More than 60,000 brands like Pressed Juicery, OUAI, and True Classic turn mountains of complex data into actions that actually grow profit.

• Respond to customers across live chat and email support, owning every conversation from first contact through resolution with the kind of communication and follow-through customers remember. • Understand the customer's outcome, not just their question. Get curious about what they're actually trying to do - measure ad efficiency, validate attribution, launch a new channel, trust the data again, and make sure your answer helps them get there. • Be deeply fluent in Triple Whale, the ecommerce stack our customers live in, and the attribution, marketing-data, and AI workflows that drive their decisions. Keep leveling up - on the product, on DTC, and on emerging measurement and AI trends. • Investigate and troubleshoot technical and platform issues across pixel, integrations, reporting, Moby, and beyond. Know when a customer needs education, guidance, a configuration change, a bug filed, or an escalation - and write the kind of reproduction steps Engineering can act on. • Use Moby as your copilot. This is an AI-first support team. You'll partner with Moby to investigate, retrieve, draft, and resolve - and your work helps make Moby more useful for the next customer. • Coach customers on how to get more from the platform - best practices, use cases, and workflows that move them toward their goals, especially when something urgent is on the line. • Share what you're seeing. Surface trends, customer feedback, and friction points to Product, Engineering, and CS so we can keep improving the experience. • Help the next customer. Contribute to the knowledge base, internal runbooks, and Moby context - so what you learned today helps someone tomorrow.

• Handle inbound and outbound calls in a call center environment while providing excellent customer service. • Answer customer inquiries via telephone and respond to requests using professional etiquette. • Log and update all customer interactions in the tracking system in accordance with call center procedures. • Assist inspectors with profile discrepancy changes, cancellations, rescheduling, and unit verification counts. • Provide clients with role assignments for access into subsystems. • Reset passwords, reactivate IDs, and assist with account access issues. • Research and resolve customer inquiries using available resources such as user guides, manuals, website documentation, and call center alerts. • Escalate incidents and inquiry tickets with complete documentation of troubleshooting steps for issues unresolved at the Tier 1 level. • Transfer calls (warm/cold) to appropriate staff following established call center procedures. • Recognize, document, and alert supervisors of trends in customer inquiries or recurring issues. • Stay up-to-date with system changes, procedures, and customer information through ongoing training and resource materials. • Perform other duties as assigned to support team and organizational goals.