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Customer Support Lead
Posted on 8/9/2022
Toronto, ON, Canada • San Francisco, CA, USA • Menlo Park, CA, USA
Experience Level
Desired Skills
Natural Language Processing (NLP)
  • You have 3+ years of experience in Customer Support & Success at an early-stage company (even better if you have built out these functions before!)
  • You have experience with an API-based product and ideally experience with Python, Intercom or Github
  • You're a proven self-starter: you are excited to take a lead in building out Cohere's Customer Support & Success functions, you can work without supervision and are driven to lead projects independently
  • You thrive on working with prospects & customers to solve their challenges and problems and are comfortable working with customers across platforms: chat, email, slack and video calls
  • You are a strong communicator (with both tech and non-tech audiences), collaborator, influencer (internally and externally) and team player
  • You're curious and keen to go deep on NLP and become an expert on our technology
  • Be the first point of contact for prospects who are keen to learn more about Cohere
  • Act as the frontline of customer support responding to questions about the Cohere platform and providing overall ownership of the [email protected] channel
  • Become a product expert and provide technical and product support to prospects - this includes speaking with prospects to help them plan the best way to use the Cohere platform based on their needs/applications
  • Ensure that, once signed, customers are integrating our API into their products in a timely manner, clearing obstacles and staying in contact constantly
  • Triage bigger issues back to the relevant teams at Cohere (e.g., Product, Tech, etc.)
  • Create a feedback loop with the Product team to ensure that our documentation best reflects what customers are looking for
  • Create a feedback loop with Sales to ensure that feedback and leads are acted upon for incoming prospects

11-50 employees

Natural language processing software
Company Overview
Cohere's mission is to build machines that understand the world, and to make them safely accessible to all.