Job Overview
Location
Remote, United States
Job Type
Full-time
Category
Product Management
Date Posted
June 21, 2026
Full Job Description
đź“‹ Description
- • Manage a high volume of incoming customer support tickets primarily through in-app live chat across two distinct platforms: Element451 and Encoura Connect.
- • Investigate complex product issues by reproducing problems, examining data imports/exports, workflows, and application configurations to isolate root causes before responding.
- • Provide clear, detailed escalation reports to Engineering including reproduction steps, business impact, screenshots, logs, and supporting documentation for verified bugs.
- • Balance speed, accuracy, and empathy while adhering to SLAs, severity levels, escalation guidelines, and customer-impact thresholds.
- • Recognize recurring ticket patterns and translate them into actionable improvements for the knowledge base, reusable responses, product feedback, and AI-enabled ticket deflection initiatives.
- • Communicate effectively with customers during urgent, ambiguous, or high-friction situations while maintaining a calm, professional, and solution-oriented demeanor.
- • Handle sensitive customer data, screenshots, logs, and account information with strict confidentiality and sound judgment.
- • Stay current on product releases, known issues, customer workflows, and support best practices across both Element451 and Encoura Connect platforms.
- • Create, maintain, and update clear documentation, support notes, and reusable knowledge content to improve team efficiency and customer self-service.
- • Work remotely with strong self-management, accountability, and consistent follow-through on all customer interactions and internal tasks.
- • Collaborate with teammates to share insights, improve processes, and contribute to a positive, customer-centric support culture.
- • Use AI tools responsibly to enhance support efficiency, documentation quality, and ticket deflection rates without compromising accuracy or customer experience.
- • Ramp quickly on two complex B2B SaaS platforms with deep functionality tailored to higher education admissions and enrollment workflows.
- • Prioritize tickets based on urgency, customer impact, and business criticality while maintaining quality and compliance standards.
- • Identify opportunities to reduce ticket volume through proactive knowledge base enhancements and improved customer-facing resources.
- • Demonstrate emotional intelligence in all customer interactions, conveying empathy and understanding even in high-pressure scenarios.
- • Contribute to continuous improvement of support processes by analyzing ticket trends and recommending systemic fixes or product enhancements.
- • Operate independently within a remote-first environment with minimal supervision while consistently meeting performance expectations.
🎯 Requirements
- • 3+ years of experience in SaaS product support, technical support, or a similar customer-facing support role.
- • Experience managing a high volume of support tickets in a queue-based environment.
- • Strong troubleshooting skills — ability to investigate, document, and resolve novel issues while identifying root cause.
- • Excellent written communication skills — ability to break complex technical subjects into clear, simple explanations.
- • Strong judgment around prioritization, escalation, urgency, and customer impact.
- • Experience using ticketing systems, knowledge-base tools, CRM systems, or support platforms.
🏖️ Benefits
- • Comprehensive health, dental, and vision coverage
- • Flexible PTO
- • Remote-first with home office stipend
- • 401(k) with company match
- • Professional development support
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Element451, Inc.
Element451 provides cloud-based customer relationship management and marketing automation software built specifically for higher education institutions. Its platform unifies prospective and enrolled student data, enabling colleges and universities to create personalized journeys across email, SMS, web, and social channels, automate workflows, manage events, and analyze engagement and enrollment outcomes in real time. Headquartered in Raleigh, North Carolina, the company integrates with existing campus systems such as SIS and LMS to centralize communications and improve recruitment, retention, and student success metrics without requiring extensive technical resources from institutional staff.
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