Senior Support Specialist

Rylo•New York, NY

3d•Remote

About The Position

As a Senior Support Specialist at Rylo, you will be the first point of contact for users, ensuring exceptional support and accessibility for the Deaf and hard-of-hearing community. With a focus on unreasonable hospitality, you’ll communicate with empathy, prioritize user needs, and go above and beyond to deliver a seamless, positive experience, consistently exceeding expectations.

Requirements

3+ years of proven experience in customer support, preferably in telecommunications.
Fluency in English both written and spoken.
Strong written communication skills, with an ability to explain technical concepts clearly and concisely.
Proficiency in support and project management tools such as Intercom, Mixpanel, Linear, Monday.com, Asana - a must.
A problem-solving mindset with the ability to multi-task.
Strong technical orientation with the ability to understand complex technical concepts.
Availability to work a fixed support shift from 12:00 PM to 9:00 PM US Eastern Time (ET).

Nice To Haves

Experience working with the Deaf and Hard of Hearing community.
Experience in building automation flows.

Responsibilities

Respond to customer inquiries via Intercom, chat, email, and other support channels with professionalism, warmth, and care.
Troubleshoot and resolve technical issues while ensuring users feel seen, valued, and supported.
Educate users on how to best utilize Rylo’s services, empowering them to communicate seamlessly.
Track and document customer interactions to identify common challenges and areas for improvement.
Work closely with the Product and Engineering teams to relay user feedback and contribute to product enhancements.