Customer Service Representative - Confluent

Confluent Customer Service Representatives work directly with customers to provide a range of key, non-technical, customer service-related activities, to address issues in the use of Confluent Cloud and Confluent Platform. Throughout all of these interactions, youll build strong relationships with customers while ensuring an exemplary support experience, and timely resolution to customer requests.

Required Education:

Bachelor's Degree

Preferred education

Master's Degree

Required Technical and Professional Expertise:

• Overall 4+ years of experience and 2+ years of experience in a customer facing role.
• Working directly with customers to resolve a wide range of non-technical issues with their Confluent deployments, such as registration or account creation requests (via call, email,chat, or social media platforms), ensuring high support quality and timely resolution to meet customer expectations.
• Proactively follow up with customers and utilize customer feedback loops to measure and ensure satisfaction, and continuously improve the delivery of support services.
• Contributing to process development were looking for people who want to help lay the foundation for efficient growth and best-in-class culture
• Collaborating cross-functionally with other Confluent teams and geographical regions, to achieve successful customer outcomes. This could include escalating to the appropriate team(when necessary), or passing customer feedback onto the Product or Sales team to improve the organisations' offerings
• Improving operational documentation by authoring and continuously improving run-books used by the global team
• Embracing continuous adoption to changes in processes, actively seeking and learning new processes and skills to ensure personal and team effectiveness.

What You Will Bring:

Preferred Technical and Professional Experience:

• Prior experience in a SaaS environment, with a solid understanding of customer support operations, subscription-based business models, and service delivery.
• Proven ability to manage active customer escalations by working closely with customers and partnering with cross-functional internal teams to resolve high-impact issues.
• Good understanding of software vulnerabilities and CVE management, including software patching, versioning, and vulnerability triage.
• Demonstrated ability to dive deep into workflows and processes, use data to identify improvement opportunities, and drive process enhancements and product recommendations.

Years of Experience:
4 - 6