• Engage with customers through various channels (phone, email, chat, or in person) in a friendly, empathetic, and professional manner • Collaborate effectively with colleagues, sharing knowledge and insights to provide consistent and exceptional customer service • Resolve customer inquiries, concerns, or complaints effectively, striving for first-contact resolution • Maintain a deep understanding of the company's products, services, policies, and procedures • Analyze customer issues and provide creative solutions to meet their needs • Accurately document customer interactions, including issues and resolutions • Gather and relay customer feedback to relevant departments for continuous improvement • Work effectively with intercompany departments to ensure a consistent and high-quality customer experience

• Deliver consistent, high-quality support to those reaching out through the National Sexual Assault Hotline and partner hotlines operated by RAINN. • Utilize crisis intervention best practices including safety planning, brainstorming, and listening skills to provide compassionate support to hotline users. • Complete regular training on serving NSAH users and users of hotlines RAINN operates for clients. • Answer inbound crisis-intervention telephone calls and online chats to NSAH users and client hotlines. • Provide timely, accurate support to NSAH users, including offering appropriate referrals and connecting them with relevant resources. • Collaborate with fellow NSAH hotline staff and assist with quality assurance efforts to ensure consistent, high-quality service delivery. • Monitor NSAH sessions and offer real-time support and guidance to staff and peers to ensure effective, high-quality service delivery. • Facilitate and manage online group chat services/sessions, ensuring a safe, supportive, and well-moderated environment for participants.

Role Description Kintsugi is revolutionizing sales tax compliance for modern businesses. Our AI-driven platform simplifies tax compliance for e-commerce, SaaS, and other growing companies, ensuring they stay compliant across multiple jurisdictions. As we scale, we're building a customer experience team that moves fast, knows the product cold, and genuinely cares about the people we serve. You'll be the first person our customers reach when something doesn't look right. This isn't a purely behind-the-screen role — alongside email, chat, and tickets, you'll regularly get on scheduled video calls with customers to diagnose issues together and walk them through solutions. Your job is to resolve issues quickly, communicate clearly, and make every interaction feel like it was handled by someone who actually knows what they're doing (because you will). You'll triage incoming tickets, resolve the ones you can, and escalate the rest with enough context that the next person can hit the ground running. This role is remote-friendly. What You'll Do - Serve as the first point of contact for customer support requests via email, chat, and ticketing systems. - Triage and resolve tier-1 issues including account setup, platform navigation, integration questions, and basic troubleshooting. - Schedule and lead video calls with customers to diagnose issues live, screen-share through fixes, and answer questions face-to-face. - Document issues clearly and escalate complex or recurring bugs to the L2 support or engineering team with full context. - Maintain and improve our internal knowledge base - if you had to look something up twice, it should become an article. - Track ticket volume, response times, and resolution rates; flag patterns that signal a product or documentation gap. - Partner with the customer experience team to support customers in their first 90 days when setup questions arise. - Troubleshoot integration issues across e-commerce and accounting platforms (Shopify, Stripe, QBO, NetSuite). - Deliver interactions that earn high CSAT scores and contribute to customer advocacy efforts. - Meet (and beat) SLA targets for response and resolution time. Qualifications - 2+ years in a customer support, help desk, or technical support role — SaaS experience preferred. - Clear, empathetic written communicator who can de-escalate a frustrated customer and explain a workaround in the same message. - Comfortable being on camera with customers - you can talk through a problem on a live call and screen-share a fix, not just handle it in writing. - Detail-oriented and process-driven — you follow up, you close the loop, you document what you learned. - Comfortable working in ticketing platforms (Zendesk, Intercom, DevRev, or similar). - Familiarity with sales tax, accounting, or fintech is a plus, but curiosity and a willingness to learn matters more. - Comfortable using AI assistants (e.g., Rovo, Claude, ChatGPT) as everyday productivity tools for drafting responses, summarizing tickets, pulling up documentation, and accelerating research rather than starting from scratch each time. - Calm under volume — you can prioritize a full queue without losing quality.

Role Description We are seeking a highly motivated, technically skilled, and analytically minded Tier-2 Support Manager to join the Bright Insights team - Bright Data's AI-powered eCommerce intelligence platform used by leading global brands, retailers, and marketplaces. In this role, you will serve as the escalation point for complex technical and product-related issues that go beyond Tier-1 capabilities. You will work closely with Tier-1 support agents, R&D, Product, Project managers, and Customer Success teams to diagnose, investigate, and resolve advanced issues - ensuring a seamless and high-quality experience for our clients. While you'll be part of a collaborative team, you must also be independent, responsible, and accountable in managing escalated customer inquiries and delivering timely, accurate resolutions. Strong analytical skills, professionalism, proactive problem-solving, and a deep understanding of data products are essential, as is the ability to quickly learn and apply technical knowledge in a fast-moving environment. - Serve as the escalation point for Tier-1 support managers, handling complex and unresolved issues related to the Bright Insights platform (dashboards, data pipelines, AI-driven insights, alerts, and APIs) - Independently investigate and reproduce product bugs, data discrepancies, and platform anomalies - and document findings clearly - Conduct root cause analysis on data accuracy issues, pipeline failures, and dashboard inconsistencies across eCommerce platforms and geographies - Collaborate closely with R&D, Product, and Data Engineering teams to triage, prioritize, and follow through on bug reports and feature gaps - Communicate technical findings and solutions clearly to customers and internal stakeholders via written and verbal channels (email, tickets, calls) - Create and maintain internal knowledge base articles, runbooks, and troubleshooting guides to improve team efficiency - Identify recurring issues and proactively surface them to Product and R&D to drive systemic improvements - Interact with clients across global markets, understanding their business context to provide the most relevant and actionable guidance - Commitment to solve client issues on time and SLA Qualifications - 3+ years of experience in a Tier-2 or similar technical support / customer-facing technical role - Working experience with SQL, Python, and Excel is a must - Strong analytical and investigative skills - ability to dig deep into data issues, logs, and platform behavior - Familiarity with online data analytics in areas such as travel, eCommerce, retail analytics, or digital shelf concepts (pricing, assortment, market share, SKU tracking) - a significant advantage - Proficiency with data tools - working with spreadsheets, dashboards, and/or BI platforms - Experience working with APIs - ability to read API documentation, test endpoints, and troubleshoot integration issues - Strong technical skills and orientation, including the ability to read technical documentation and troubleshoot complex issues independently - Excellent and effective spoken & written business communication skills in English - able to engage professionally with global enterprise clients - Customer oriented, accountable, organized, fast learner, with a quick delivery mentality - Experience with ticketing systems (e.g., Zendesk, Jira, Monday) - Ownership and “can do” attitude