Business Operations: Customers

About Bridge

Bridge is a rapidly growing startup and the number of developers integrating our APIs is growing quickly. We provide Slack-based support to our developers on a wide range of topics in close partnership with our internal engineering team.

Job Description

In this role, you’ll be working directly with developers integrating Bridge APIs and helping them resolve their issues. You will take ownership of complex, technical user issues and work across teams, including Engineering and Product, to resolve them. A deep understanding of SQL and APIs will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. 

As one of the foundational hires in the team, you’ll have a big impact to grow the Developer Support operation and enhance various aspects such as capacity planning and forecasting, operational tools and systems, workflow optimization and automation, metrics and reporting, quality control, and more.

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction (Slack), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation.

• Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.

• Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.

• Lead continuous improvement initiatives aimed at hitting key performance metrics.

• Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.

• Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.

• Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.

• Constantly challenge the status quo and push for innovation in user support strategies and operational processes.

Who you are

We’re looking for someone who meets the following requirements to succeed in this role:

• 4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.

• SQL is preferred for data analysis and querying, with the ability to interpret datasets.

• Experience working with API’s. 

• Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution.

• Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.

• Experience in project management, particularly in optimizing processes, workflows, or support operations.