Senior Support Specialist

As a Senior Support Specialist at Rylo, you will be the first point of contact for users, providing hands-on technical support while ensuring an exceptional and accessible experience for the Deaf and hard-of-hearing community. With a focus on unreasonable hospitality, you’ll troubleshoot user issues, communicate with empathy, prioritize user needs, and go above and beyond to deliver a seamless, positive experience.On a day-to-day, you will:Respond to customer inquiries via Intercom, chat, email, and other support channels with professionalism, warmth, and care.Investigate and troubleshoot product issues using internal tools, customer data, and product knowledge, resolving issues when possible and escalating when needed.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 escalate complex technical issues, help identify and document bugs, provide clear context.