SMB Support Specialist

The Role: SMB Support Specialist

About the Role

In this role, you'll be the go-to resource for small business owners who reach out by phone, chat, and email. Customers rely on you as a trusted advisor and product expert. You get satisfaction from digging into a tough problem until it's solved, and you care just as much about the human side of the work: building lasting relationships, representing Autobooks the way our CEO would, and making every customer feel well taken care of.

If you think like a techie, a detective, a teacher, or a counselor, you'll do well here. Those instincts help you work through problems logically, get to the root cause, and earn the trust of the people you're helping.

You enjoy talking with people, and it shows. Whether a caller is excited or frustrated, you meet them where they are. You know which questions to ask, and you aim for real conversations rather than quick transactions. You'll guide customers through questions about our product and processes, and you're comfortable connecting with everyone from small business owners across every industry to bank and credit union employees, from front-line tellers to vice presidents.

This role can also open doors across the company. Team members have grown into Customer Success, Risk/Merchant Services, Account Management, Product Support, QA, IT, Engineering, Design, Copywriting, Marketing, Finance/Accounting, HR, and other areas.

What You'll Do

• Become an expert on the full Autobooks software suite
• Work with customers by phone, email, and live chat to resolve their issues
• Investigate low- to medium-complexity software problems that don't have a documented fix, using discovery questions and process of elimination to find a solution
• Identify software defects and escalate them to Product and Engineering through established processes
• Handle everyday how-to questions and walk customers through a range of use cases
• Close out tickets and complete administrative work thoroughly and accurately
• Help build and maintain knowledge base content for internal and external audiences
• Build strong relationships with small businesses of every size and type, and with bank and credit union employees at every level
• Ask thoughtful questions to understand customer needs, and look for chances to grow or retain their business
• Bring a continuous improvement mindset to your work
• Pitch in across other teams on technical, administrative, or outbound calling projects

What You Bring

• Availability to work a hybrid schedule: 3 days in our Downtown Detroit office, 2 days remote
• A self-motivated, organized approach and the ability to succeed in a fast-paced setting
• Confidence and skill with technology, including helping customers with both software and hardware
• Ease working across dual monitors (laptop plus external display), a wireless headset and mouse, and multiple internal systems at once, moving between screens and tools quickly and accurately
• Excellent spoken and written communication, including a strong vocabulary, accurate spelling, and fast typing speed
• A collaborative style and comfort with frequent change
• The ability to learn quickly and apply what you know to new situations
• Strong empathy, patience, and problem-solving skills

What We Offer

• A flexible, entrepreneurial culture
• An open, energetic office in downtown Detroit
• Casual dress
• Health, dental, and vision insurance, plus life insurance
• 401(k) plan
• Free parking