Overview 🦸

Our Support team is growing! As a Customer Support Specialist, you’ll be responsible for delivering exceptional support to our customers while helping shape and scale our support function. This is a hands-on role where you’ll be one of the primary people responding to customer requests, resolving technical issues, and working closely with Product and Engineering to surface insights and improve our processes.

As Rally’s third dedicated support hire, you’ll have a significant impact in defining how we grow and optimize our support organization.

This role is ideal for someone who thrives in a fast-paced startup, enjoys solving problems, and is excited to work day in and day out with some of the coolest, quirkiest and most empathetic customers out there (Research Ops and UXR folks).

Who You Are 😁

• You enjoy helping customers and solving problems quickly and efficiently.
• You thrive in a scrappy startup environment and are comfortable wearing multiple hats.
• You’re highly organized and can track trends in customer issues to improve support.
• You communicate clearly and can translate technical issues into simple explanations.
• You may have a passion for Research or helping facilitate Research Processes (perhaps you’ve worked in Research Operations or a related role?)

What You’ll Do 🚀

#1 Priority - Customer Support & Issue Resolution

• Act as one of the primary points of contact for customer support, responding to inquiries via chat and email.
• Troubleshoot product issues, provide guidance, and escalate to Engineering when needed.
• Maintain fast response times and ensure a great customer experience.

Scaling & Growth

• Help define best practices for how Rally provides support as we scale.
• Identify opportunities to automate repetitive tasks and streamline workflows.

Requirements ✍️

• 1-2 years of experience in customer support or a similar role handling phone, email, chat or Slack tickets. If you don’t have direct experience with Support tell us why you’d knock it out of the park regardless.
• Strong problem-solving and troubleshooting skills along with the ability to manage technical support issues.
• Experience with support ticketing systems is a plus (e.g., Intercom, Linear, Slack).
• Excellent written and verbal communication skills to work effectively across teams.
• Highly organized
• Prior experience in a startup or fast-paced environment is a big plus.

This role is perfect for someone who loves working directly with customers, enjoys improving how support is delivered, and wants to help scale a support function from the ground up. 🚀

A few Notes about Compensation

• This role also includes equity.
• Placement within the salary range is according to factors such as location, prior experience and your candidacy throughout the interview process.

Important - How to Apply:

• Our customers are typically in User Experience Research (UXR) and Research Operations. In no more than 4-5 sentences, tell us about something that interests you about this field or what questions you have about the challenges these professionals face.