About Mogli
Mogli Technologies delivers a native Salesforce application for SMS and WhatsApp communications to global education organizations and nonprofits, along with extreme growth of clients in commercial verticals. Our products are easy to use and have robust functionality. Our fantastic team members have won the loyalty of clients around the world. We are a small, high-trust team focused on accelerating our clients' success globally.
What we hold sacred around here:
Empathy: A powerful characteristic that’s about being in tune, seeing, knowing, and understanding others while also relating as a human in a tech-minded world. Listen. Ask questions. Offer tactful solutions. Instead of serving our own interests, we are wired to serve others.
Hustle & Tenacity: We are action-oriented and happiest in motion. We take pride in delivering exceptional experiences for our clients & partners. In the midst of adversity or challenges, we don't quit, but hold to a vision and eliminate barriers to find resolution & make things happen.
Twinkle in your Eye: It’s that hidden energy, emotion, or humor – the excitement of having a particular idea before putting it into action. You know something about something and you are excited to share that knowledge.
Proactive: We aim for a no-surprises policy that builds trust by outlining the next steps early and often, identifying patterns, and courageously communicating. A little extra effort up front saves a big effort later on. Proactivity is a generous and conscientious act.
Growth Minded: We are continually evolving, creating, beautifully curious, and willing to step outside our comfort zones. Unwilling to settle for how things are, we are always looking for ways to engage more effectively and efficiently. Navigating a growing and dynamic business is easiest with a growth mindset.
Location: Remote within the United States
Reports to: Technical Support Team Manager
Salary: $75,000-$85,000 plus bonus, commensurate with experience
Timeline: Accepting Internal and External Applications Until Position Filled
Schedule: Flexible work hours within a standard business day
What we are looking for:
We are seeking a highly motivated and experienced Technical Support Team Lead, reporting directly to the Technical Support Manager. In this role, you will work closely with our Technical Support team, serving as their primary point of escalation and providing guidance on complex technical issues. The ideal candidate possesses a strong understanding of web-based technologies, a passion for delivering exceptional client service, excellent communication skills, and a continuous learning mindset.
Some traits we're looking for:
- Process-Oriented and Analytical: You excel at taking complex, sometimes puzzling, information and creating clear, coherent solutions. You are adept at identifying root causes and implementing effective processes for issue resolution.
- Exceptional Communication Skills: You possess excellent verbal and written communication skills, enabling you to clearly explain technical concepts to both technical and non-technical audiences. You are comfortable documenting solutions, creating knowledge base articles, and communicating effectively with clients and internal teams.
- Technical Proficiency: You have a strong understanding of web-based technologies like the Salesforce platform, mobile messaging platforms, and SQL/database concepts. You are comfortable troubleshooting technical issues, using diagnostic tools, and escalating complex problems to the Technical Support manager and product team when necessary.
- Problem-Solving and Troubleshooting Expertise: You are a natural problem solver with a passion for identifying and resolving technical challenges. You have a proven ability to analyze complex situations, develop effective solutions, and document the resolution process. You can prioritize and manage multiple complex issues simultaneously.
- Team Leadership and Mentorship: You have a passion for mentoring and guiding team members through complex technical challenges. You excel at providing technical guidance, fostering a collaborative environment, and promoting knowledge sharing across teams. You thrive in cross-functional collaboration and can effectively bridge technical and non-technical teams.
- Adaptability and Learning Agility: You are a quick learner and are comfortable adapting to new technologies and changing business needs. You are eager to expand your technical knowledge and stay up-to-date with industry best practices.
- Client Focus: You are dedicated to providing excellent client service and ensuring client satisfaction. You are empathetic to client needs and are committed to resolving their technical issues efficiently and effectively.
- Open and Honest Communication: You communicate with candor, openly sharing both successes and challenges. You are comfortable providing constructive feedback and escalating issues proactively.
- Organizational Skills and Attention to Detail: You possess excellent organizational skills and meticulous attention to detail, ensuring accurate documentation and efficient issue tracking.
- Team Player: You thrive in a team environment and are passionate about contributing to the overall success of the team and the company.
What your day-to-day looks like:
Product Support
- Lead daily Case Support Hours, providing technical guidance and mentorship to the Support team
- Partner with Technical Support Manager to optimize product escalation processes and maintain effective resolution workflows
- Manage complex technical escalations from initial assessment through resolution, ensuring clear communication and documentation throughout
- Develop and deliver product training sessions for team members, focusing on new features, workarounds, and best practices
- Drive continuous improvement of internal product documentation and User Guide materials
- Provide real-time technical guidance to team members through various communication channels (Slack, Google Meet, etc.)
- Serve as a technical escalation point and backup for critical client issues
- Advance technical expertise through continuous learning, including educational workshops and professional development in the Salesforce ecosystem
Client Communication & Support
- Provide technical leadership in client interactions, collaborating with the various Client Success teams to resolve complex issues
- Manage escalated client cases, high-priority cases, and troubleshooting cases, ensuring thorough documentation and timely resolution
- Provide technical support coverage during team absences to maintain service continuity when necessary
- Assist technical support manager and Account Manager team with strategic client relationships requiring senior technical oversight
Internal
- Coordinate internal Salesforce needs with the Technical Support Manager and the Director of CS, including, but not limited to, tracking recommendations and updates for internal Case and Escalation system updates and requests
- Assist with initial & ongoing onboarding/training for the Technical Support team
- Support one-off projects as needed (process documentation, new config guides, etc.)
- Maintain and evolve internal Technical Support documentation, including, but not limited to configuration documentation, messaging partner documentation, and internal processes
What you bring to the table:
- 2-4 years of experience in technical support or customer-facing technical roles, with a track record of resolving complex technical issues
- Individuals must be able to work well with company leaders and employees and to recognize and implement superior customer service to clients proactively
- Deep experience with Salesforce is required
- Strong analytical and problem-solving skills
- An ability to be a self-starter, take independent initiative, and work on multiple projects simultaneously
- Foreign language fluency and/or nonprofit and international development experience is a bonus, but not required
The Benefits We are Proud to Offer:
- Complete Medical, Vision, Dental Insurance, Short-term/Long-term Disability, and Life Insurance fully covered by Mogli
- Support for professional development, including professional certification
- Matching 401k plan
- Employee Assistance Plan, AD&D, etc
- Flexible Time Off Policy
- 9 US Federal Holidays and 6 paid sick days
- Work from Anywhere in the United States
Our Commitment to Diversity, Equity, and Inclusion
We're actively taking steps to make sure our culture is inclusive and that our processes and practices promote equity for all, including people of color, people from working-class backgrounds, women, and members of the LGBTQ+ community. We welcome and encourage applications from people with these identities or members of other historically marginalized groups.
Research shows that women and people of color tend not to apply to jobs unless they believe they are 100% qualified and apply to fewer senior-level positions. With that in mind, we encourage you to apply if you're not sure whether you meet our qualifications. We'd love to have the opportunity to consider you.
Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Top Skills
What We Do
The mission of Mogli is to improve humanity and the environment by providing effective mobile messaging tools native to Salesforce®, and strategic technology consulting services to domestic and international businesses.
Mogli's native Salesforce SMS and WhatsApp™ application provides Education, Nonprofit and Financial Services (and other) industries with text messaging functionality to nurture the entire lifecycle.
• Surveys and forms for data collection
• One-to-one and bulk messaging
• Automation using Salesforce Process Builder or Flow
• Text-to-pay and donate with MogliPay™
• Chabot using business intelligence
• Custom AI solutions built by our Services Team and your data scientists
• Text-to-vote
Mogli clients leverage this robust functionality to market, capture and qualify leads, engage and delight current students, beneficiaries and clients (as well as alumni donors), gather feedback from all relevant constituents. Plus, MogliPay makes it easier to fundraise or settle balances quickly and in remote/digital settings.
Mogli Salesforce ISV Partner that continues to focus on aiding foundations, impact investors, nonprofits, education institutions and social ventures
