Support Lead at Nylas

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(10 open jobs)

The Nylas APIs power applications with email, calendar, and contacts sync from any inbox in the world.ove

Job title
Support Lead
Job listing last updated at
Aug 9, 2019
Job listing location
San Francisco or New York or US Remote
Job listing source
Job listing link
External link
Bay Area company location: 695 Minna St, San Francisco CA

Job description

The Nylas APIs make it an order of magnitude easier for companies to add email, calendar, and contacts integrations to their apps. We wrap old protocols, unify all providers, and index TBs of data. We save customers months of dev time and unlock the richness of email data. By being at the core of business to business communication, scheduling, and contacts, we believe we can accelerate the productivity of work. We believe in making the best place to work, and value our inclusive culture and diverse team. Nylas is looking for an intelligent, ambitious and energetic individual to join our customer support team. Hundreds of businesses rely on the Nylas Cloud APIs to power their products, and your role will be critical in ensuring their sustained growth and success. You'll work with startup leaders and top technical talent within our industry to help them build robust applications using Nylas APIs. You will work alongside Nylas engineers to help triage and resolve issues that impact reliability and speed of our product. You’ll also help recognize and prioritize trends in customer issues and implement processes and automations that fix them. Your deep technical understanding of our infrastructure will allow you to onboard new customers onto our platform and help existing ones quickly. You should have strong technical aptitude, experience providing empathetic customer-facing support, and the demonstrated ability to work collaboratively. About the Role As Support Engineering Lead you will play an integral role in elevating our existing frontline support team to help our growing user base implement Nylas APIs with speed and confidence. As the first Support Engineering Lead at Nylas, you will develop and train the team on the appropriate voice for customer interactions and work closely with our Sales team to onboard new support customers. You will also work closely with our Escalations Lead to escalate tough customer issues to that team and onwards to product and Engineering. As a Support Lead, you will become an expert on Nylas support tools and take ownership of their configuration and maintenance. You will be a resource for all frontline support engineers, assisting them to onboard and get out of the occasional tough jam. Our ideal candidate is an empathetic communicator with strong organization skills and demonstrated leadership experience. If this sounds like you, please submit your resume AND cover letter below!

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