Product Support Analyst

Having recently crossed $3M ARR, Liine is looking to building the team at the forefront of Liine’s post-sale operations. Reporting directly to the Director of Customer Operations, this role will contribute to the systems and processes that fuel Liine’s ability to scale.

The core responsibility is to triage, resolve, and document issues found by Liine users both internal and external. This includes managing expansion projects within existing Liine customer accounts. With a masterful understanding of our product and how it works, the Support Analyst is the bridge between our users and our internal teams. In addition, they will support our implementation team in the technical setup of accounts as well as our customer success team in driving product adoption.

• Interface with customers via chat, email, and the phone to help educate users on how our product works and how to use it properly
• Create support resources that drive engagement and proactively address common issues faced by our users
• Document, triage, and resolve technical issues as they are discovered either by our customers or internally
• Work directly with the dev team on escalated cases, helping test and document issues impacting our users
• Support our implementation team in the technical setup of customer data capture and workflow
• Work with the broader Operations and Customer Success team on infrastructure that reduces support time and improves user experience

• 1.5 to 5 years of experience in project management, consulting, implementation, technical support, customer success, technical account management or technical sales
• Passion for problem-solving
• Excellent coachability
• Ability to explain technical concepts to non-technical customers
• Strong attention to detail
• Desire to work in a fast-paced team-oriented environment

Liine named as a Call Recording FrontRunner by SoftwareAdvice

Liine named to Capterra's Shortlist for Call Recording

Liine named an AI "Category Leader" by GetApp

Liine Glassdoor Reviews

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