Technical Customer Support Specialist
About The Position
Maleda Tech is seeking a Technical Support Specialist to drive host satisfaction through acquisition and onboarding processes. In this role, you will proactively identify technical issues and work directly with hosts and acquisition representatives to resolve them. You'll collaborate with cross-functional teams to implement changes that reduce friction and optimize the onboarding experience, ensuring smooth operations across priority cities in the Americas region. This position is ideal for a scrappy, organized, goal-oriented, and collaborative professional who can track, communicate, and resolve technical issues with precision and care.
Requirements
- Bachelor's degree or equivalent experience in a related field
- 2+ years of experience in content, acquisition, customer support, or partnerships operations
- Demonstrated experience working across business and technical functions
- Experience navigating technically complex platforms
- Excellent ability to translate technical concepts into clear, actionable instructions
- Proven track record of delivering against KPIs and business targets
- Ability to thrive in ambiguity, pivot quickly, and self-motivate in changing circumstances
- Solution-oriented mindset with innovative problem-solving skills
- Proactive approach to addressing challenges
Responsibilities
- Become a Platform Expert: Familiarize yourself with acquisition and post-publish funnel steps, challenges, and best practices to catch errors proactively and direct problems appropriately
- Create Documentation: Develop templates and source-of-truth documents to streamline work and ensure the team has up-to-date solutions for consistent issues
- Bridge Communication Gaps: Function as a mediator and "solution detective" between cross-functional teams, technical leads, and acquisition representatives
- Translate Technical Issues: Communicate complex technical concepts in easy-to-understand language for stakeholders and hosts
- Maintain Data Accuracy: Ensure 100% data hygiene across tracking systems and leadership updates
- Report on Trends: Identify both positive and negative host needs/trends with a solution-oriented mindset
- Quality Management: Stay current on best practices and ensure all communications and documentation remain accurate
- Support Onboarding: Guide hosts through acquisition and onboarding processes, helping them understand key steps and overcome challenges
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
