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Associate Support Representative

Braze

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Posted over 30 days ago...

Join Braze, a Great Place to Work® certified leader in customer engagement, and empower brands to forge lasting connections with their customers.

Overview

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No salary declared 😔

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London

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98% Remote- Worldwide

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Expires at anytime

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Braze is looking for an Associate Support Representative to join our dynamic and supportive Global Technical Support Team. At Braze, we're all about creating a positive work-life balance, fostering teamwork, and offering comprehensive benefits. We are passionate about equity, opportunity, and growth, both personally and professionally. It's an exciting opportunity to be part of a company that's committed to connecting consumers with the brands they love, using cutting-edge technology and innovative marketing strategies.

Organisation Summary:

  • Braze is a leading customer engagement platform that delivers powerful and real-time connections between consumers and brands.
  • Recognized as a Great Place to Work® across multiple regions and boasting a culture of collaboration, transparency, and fun.
  • Global presence with headquarters in New York City and offices around the world, as well as remote opportunities.

Role Summary:

  • Manage and prioritize complex customer support issues related to the Braze platform.
  • Collaborate with a global team to ensure customer success and satisfaction.
  • Utilize case management tools to track and resolve technical queries.

Role Requirements:

  • Experience in technical support, preferably in SaaS or Mobile.
  • Proficiency with CRM ticketing systems like Salesforce or Zendesk.
  • Exceptional communication skills and the ability to simplify complex issues.
  • Knowledge in Mobile, APIs, Marketing Automation, or basic programming (HTML).
  • A problem-solving mindset with a high level of intellectual curiosity.
  • Ability to handle pressure-intensive issues and maintain productivity under tight deadlines.
  • Strong command of the English language, both written and verbal.

What We Offer:

  • Competitive compensation with potential equity options.
  • Retirement and Employee Stock Purchase Plans.
  • Flexible paid time off and comprehensive benefit plans.
  • Support for professional development and community engagement.
  • Employee Resource Groups and an annual company-wide Volunteer Week.

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.

WHAT YOU’LL DO 

As an Associate Support Representative, you will be an essential part of our Global Technical Support Team that owns the post-sale technical relationship with our customers.

Your focus will be to own, prioritize, troubleshoot, and build a response plan for complex inbound customer support issues relating to our platform. You will work in coordination with your Global Technical Support teammates to ensure that our customers are able to quickly and successfully overcome any technical issues they may face when using our platform.

WHO YOU ARE

  • You have experience supporting a technical product, ideally in SaaS or Mobile
  • You have experience with case management tools like Salesforce, Zendesk or similar CRM ticketing systems
  • You have exemplary written and verbal communication skills coupled with unparalleled follow up skills.
  • Talent for synthesizing complex ideas and communicating them in a way others can easily understand.
  • You have domain knowledge of at least one of the following:  Mobile, APIs, Marketing Automation, or Basic Programming (HTML etc.)
  • You are a natural problem solver with a high level of intellectual curiosity and love working amongst a team to solve those problems. 
  • You have experience handling time-sensitive, pressure-intensive customer issues
  • You are able to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, and collaborative environment.
  • Strong written and verbal English skills are essential.

WHAT WE OFFER

Details of these benefits plan will be provided if a candidate receives an offer of employment. Benefits may vary by location.

From offering comprehensive benefits to fostering flexible environments, we’ve got you covered so you can prioritize work-life harmony.

  • Competitive compensation that may include equity
  • Retirement and Employee Stock Purchase Plans
  • Flexible paid time off
  • Comprehensive benefit plans covering medical, dental, vision, life, and disability
  • Family services that include fertility benefits and equal paid parental leave
  • Professional development supported by formal career pathing, learning platforms, and tuition reimbursement
  • Community engagement opportunities throughout the year, including an annual company wide Volunteer Week
  • Employee Resource Groups that provide supportive communities within Braze
  • Collaborative, transparent, and fun culture recognized as a Great Place to Work®

ABOUT BRAZE

Braze is a leading customer engagement platform that powers lasting connections between consumers and brands they love. Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.

Braze is proudly certified as a Great Place to Work® in the U.S., the UK and Singapore. We ranked #1 on Great Place to Work UK’s 2023 Best Workplaces (Medium), #3 on Great Place to Work UK’s 2023 Best Workplaces for Wellbeing (Medium), #4 on Great Place to Work’s 2023 Best Workplaces in Europe (Medium), #10 on Great Place to Work UK’s 2023 Best Workplaces for Women (Large), #19 on Fortune’s 2023 Best Workplaces in New York (Large). We were also featured in Built In's 2024 Best Places to Work, U.S. News Best Technology Companies to Work For, and Great Place to Work UK’s 2023 Best Workplaces in Tech.

You’ll find many of us at headquarters in New York City or around the world in Austin, Berlin, Chicago, Jakarta, London, Paris, San Francisco, Singapore, Sydney and Tokyo – not to mention our employees in nearly 50 remote locations.

Please see our Candidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.

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