Who are we?
We’re a small, diverse team working at the cutting edge of machine learning. At Cohere, our mission is to build machines that understand the world and to make them safely accessible to all. Language is at the crux of this, but it can be difficult and expensive to parse the syntax, semantics, and context that all work together to give words meaning. The Cohere platform provides access to Large Language Models through its APIs that read billions of web pages and learn to understand the meaning, sentiment, and intent of the words we use in a richness never seen before.
We recently raised our
Series B, signed a multi-year partnership with
Google Cloud, and we are focused on bringing our technology to market. We will partner with customers so they can build natural language understanding and generation into their products with just a few lines of code.
We’re ambitious — we believe our technology will fundamentally transform how industries interact with natural language. And we have the technical chops to back it up - Cohere’s CEO, Aidan Gomez, is a co-author of the groundbreaking paper
“Attention is all you need”, (over 53k citations) and was previously part of Google Brain. Our entire technical team is world-class.
We are focused on creating a diverse and inclusive work environment so that all of our team members can thrive. We welcome kind and brilliant people to our team, from wherever they come.
Why this role?
The Customer Support & Success function at Cohere is the team that ensures our customers have the best experience discovering, onboarding and using our platform. Great teams in these functions will optimize retention, drive new usage and minimize churn on the platform.
We’re looking for an analytical, collaborative and customer-focused individual who is passionate to learn more about NLP and lead the Customer Support efforts at Cohere. Cohere has skies-the-limit potential and you’ll help us reach it.
Please Note: We have offices in Toronto, Palo Alto and London but embrace being remote-first! We are looking for candidates based in Canada or United States for this role.
The Customer Support & Success team is the team that is:
- Answering questions and troubleshooting across the Cohere platform.
- Solving customer onboarding questions and issues.
- Accelerating all customers’ time to production usage on the platform.
- Gathering customer feedback to play this back to the Product team.
- Focusing on expanding customer usage of the platform.
- Building repeatable and scalable processes to earn customer loyalty and love.
- Managing customer NPS surveys and collection.
As a Customer Support Lead, you will:
- 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.
You may be a good fit if:
- 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.
If some of the above doesn’t line up perfectly with your experience, we still encourage you to apply! If you consider yourself a thoughtful worker, a lifelong learner, and a kind and playful team member, Cohere is the place for you.
We welcome applicants of all kinds and are committed to providing both an equal opportunity process and work environment. We value and celebrate diversity and strive to create an inclusive work environment for all.
Our Perks:
🤝 An open and inclusive culture and work environment
🧑💻 Work closely with a team on the cutting edge of AI research
🍽 Free daily lunch
🦷 Full health and dental benefits, including a separate budget to take care of your mental health
🐣 100% Parental Leave top-up for 6 months for employees based in Canada, the US, and the UK
🎨 Personal enrichment benefits towards arts and culture, fitness and well-being, quality time, and workspace improvement
🏙 Remote-flexible, offices in Toronto, Palo Alto, and London and coworking stipend
✈️ 6 weeks of vacation and shared Canada/US/UK holidays
#LI-Remote
