● Own the day-to-day management of the Cubigo support desk in Zendesk: triage, prioritize, resolve, and escalate all incoming tickets across email, chat, and phone.
● Troubleshoot technical and product-related issues end-to-end, driving each ticket to a clear resolution or a well-scoped escalation.
● Act as our internal configuration specialist: partner with Onboarding Managers on complex Cubigo setup and configuration scenarios, and build deeper product expertise than any other CX role.
Documentation & Knowledge Sharing
● Accurately document cases, resolutions, and known issues in our support system.
● Contribute to our knowledge base, FAQs, and training resources to empower customers with self-service tools.
● Share customer insights with Product and Customer Experience teams to influence product improvements.
Cross-Functional Collaboration
● Coordinate with Product and Engineering when technical escalations are required.
● Share recurring ticket patterns and customer insights with Product and the broader CX team to drive product improvements, better documentation, and stronger self-service tools.