Customer Care PartnerTotango • Reno, NV, US
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Customer Care Partner
Totango • Reno, NV, US
[job_card.30_days_ago]
[job_preview.job_type]
- [job_card.full_time]
[job_card.job_description]At least 1 year of experience working in B2B SaaS Excellent written and verbal communication skills A collaborative mindset and experience working cross-functionally (Product, Sales Engineering, CSMs, etc.) A strong sense of ownership (you don't pass the buck) Passion and proven experience of providing high quality customer service, and deep respect for the customer experience within the tech industry Detail orientation and organizational strength The ability to translate technical issues into plain language Basic SQL skills and experience reading logs Experience with tools like Zendesk and Jira Experience with customer growth platforms, CRM, or data integration tools Familiarity with sales-led or value-based Customer Success strategies Meaningful work : You'll play a direct role in helping customers achieve their goals and feel supported every step of the way. Your work matters! Not just to the customer, but to the entire company. Empowered ownership : We trust you to own the customer experience end-to-end. No micromanaging. No silos. Just support, autonomy, and clear expectations. A human-centered culture : We believe in care over checklists, relationships over transactions. You'll be joining a team that leads with empathy and communicates like real people. Growth & learning : We're constantly improving, experimenting, and iterating. You'll have a voice here, and you'll grow alongside a supportive, cross-functional team. Customer-first values : At Totango, Customer Success is a company-wide commitment. You'll be surrounded by people who care deeply about doing right by our customers.
Customer Care Partner
At Totango, we're on a mission to help businesses grow by investing in their customers. Totango's Customer Growth Platform is centered around the entire customer journey by providing a single source of truth for insights, health monitoring, cross-functional collaboration, and workflow automations. Join us on our mission to help businesses thrive!
Our philosophy goes beyond traditional support : we believe customer care is the human side of customer support. It's not just what you do, but how you do it. You'll be the first point of contact when a customer reaches out, taking full ownership of their experience. That means triaging quickly, troubleshooting thoughtfully, and sticking with the issue until it's resolved. Whether you're solving it yourself or partnering with others across the company, you'll be the customer's advocate, their guide, and their champion.
What You'll Do
- Respond quickly and thoughtfully to customer inquiries
- Investigate and troubleshoot technical issues using internal tools and logs
- Manage high-priority cases and coordinate across teams in real time
- Escalate product issues and own them through resolution
- Keep customers informed with clear, compassionate communication
- Assess urgency and impact, and prioritize accordingly
What You Bring
Bonus Points If You Have :
Why Join Us
At Totango, you won't be treated like a ticket-closer; you'll be valued as a strategic partner in our customer experience. Here's what you can expect :
If you're looking for a place where support is strategic, empathy is expected, and outcomes matter, we'd love to meet you.
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