About Learn to Win

Learn to Win is the leading personalized, predictive, and secure enterprise training software provider. By leveraging artificial intelligence, data science, and a modern cloud-native platform, Learn to Win transforms how organizations train their teams to drive winning outcomes in complex, fast-paced environments.

The company is trusted by the world's most critical systems and serves over 75 enterprise customers in the U.S. military, life sciences, manufacturing, supply chain, and professional sports industries.

Founded in 2019, Learn to Win is headquartered in Redwood City, California, and backed by top investors, including the Westly Group, Norwest Venture Partners, and Pear VC.

About the role

The Customer Support Associate plays a critical role in delivering exceptional support to customers by addressing technical queries related to the Learn to Win platform through various support channels. This role involves troubleshooting and resolving escalated technical issues while actively seeking opportunities to enhance processes and improve the customer experience.

As part of a small and rapidly growing company, responsibilities may extend beyond a defined task list. The ideal candidate is a quick learner with a proactive mindset. They are ready to adapt to the evolving needs of our agile team and thrive in a dynamic, fast-paced environment.

Your day-to-day

Gather the required information necessary to best handle customer software and technical inquiries.
Resolve software and technical questions for customers eﬃciently and eﬀectively through phone, chat, and email.
Meet SLAs such as response and resolution times
Research and document customer technical issues in Jira and Slack
Collaborate with cross-functional team members to properly manage customer inquiries and escalate when appropriate
Create documentation and communications to help customers understand product features, such as managing the external Help Center and creating initial drafts of product update emails
Document solutions for knowledge base and bring new ideas for innovation and automation excellence to the team
Gather and analyze data for types of issues and proactively work with the relevant stakeholders to prevent and address common reported issues