Knowledge Base Specialist
This actually seems like a fairly well-scoped role, but the lack of salary transparency and culture issues that surfaced in the Head of Support role put this in Tread Carefully.
Full-time
Roles requiring you to work a standard 40 hours per week, regardless of permanent or temporary employee status.
Customer Success Manager
Boy this job opening sure sounds like Support! But nah, can't be, they have their AI for that!
Customer Experience
My first thought when looking at this company's Careers page was: "My god, they desperately need a middle-aged manager to decline their screentime requests an hour before bedtime."
Senior Customer Service Representative
Ah, so they want a discount manager. Cooooool.
Sr. Director, Chief of Staff to CCO
I'm posting this here because 1) A CX professional would absolutely kill it in this role, and 2) GET THAT MONEY.
Sr. Executive Assistant - CCO
Again, a CX pro with an EA background would be a great fit for this role (I know y'all are out there!) and the pay is great.
Implementation Product Specialist - Fire Documentation/ePCR - Canada
As with the Director of Support role, no comp given, no mention of benefits anywhere.
Trainer and Content Manager
As with the other two roles listed here, no salary given and no mention of benefits anywhere.
Senior Technical Writer
Seems like an interesting, thoughtfully conceived role.
Customer Support Program Management Intern (Summer 2024)
I'm torn on this one. I don't think I've ever seen a Customer Support Intern anywhere else, so that Okta offers an intern program for this is very cool. But the fact that they don't say what the comp is makes me think they're just trying to get Support work on the cheap.
Enterprise Customer Success Manager
For a hybrid role in NYC, that seems like a low salary range. And there's a *new* two-for-one! Amazing, monday.com over here disrupting corporate red flags, love it.
Director, YouTube Trust and Safety
I'm not putting this in Tread Carefully because anything in the job is jumping out at me specifically – let's say it's a general wariness about Google's working environment and the fact that, again, the company doesn't address how they protect the mental health of those working in Trust & Safety.
Customer Success Intern (Summer 2024)
Same concerns as with the Support Intern position – no indication of what the pay is or even if the internship is paid at all.
Manager of Customer Support
Every time they talk about how fun they are, another venture capitalist gets a little red flag pocket square.
Customer Experience Advocate
That salary is too low for what they want this role to do, especially considering it's not entry-level and they're a SaaS tech company.
Director of Customer Success, Mid Market
Ehhhhh. Look. Most people want to do the very best they can, and yes, overachieve. But I am immediately suspicious of any company that wants to codify an employee doing more than what they're being paid for.
Senior Manager, Strategic Customer Success
So...this role is a Senior Manager, Strategic Customer Success managing Senior Customer Success Managers collaborating with Account Managers, Managing Directors and Customer Success Managers. Who's on first?
Customer Experience Team Lead
Y'all know by now that it doesn't sit well with me when leadership roles are well-compensated and frontline roles are not.
Director of Support
This isn't necessarily a red flag given the nature of First Due's product (software for EMS and Fire agencies), but when I read this I thought for sure they'd have a great compensation package to go with this requirement! But nope, they don't.
Technical Customer Support Manager
This really should be a more senior title – Head of, at least. But the salary, responsibilities, and requirements of the position seem otherwise appropriate for the title of manager, and the Careers page looks good.
HPC Support Engineer - Enterprise
Seems great – the Careers page is straightforward and informative and so is the job description. They seem to have a clear idea of their mission and what they're looking for in this role and they avoid euphemisms for startup life that often spell trouble in companies like this.
Customer Experience Manager
I don't see any major flags and that's a good salary range for an early career role.
Technical Support Engineer (TSE)
The job description overall seems fine, but the pay is piddly for an onsite role in San Francisco, especially for a technical role. It's low enough, in fact, that I'm putting it in Tread Carefully.
Director of Central Support
If I score this strictly, it could be a BINGO, but I'm not going to. Honestly, for the right person, going in with their eyes open (and assuming the pay doesn't suck)? It could be an interesting, meaty role.
