Escalations Support Specialist at Framework | Powderkeg

Location: San Francisco or Remote (United States)

Employment Type: Full-time

Team: Operations

Who We Are

At Framework, we believe the time has come for products that are designed to last. Founded in San Francisco in 2019, our mission is to remake Consumer Electronics to respect people and the planet.

We've started with two award-winning products, the Framework Laptop 13 and 16. Our laptops are thin, light, high-performance notebooks that can be upgraded, customized, and repaired in ways that no other notebook can. Alongside this, we've launched the Framework Marketplace to enable an ecosystem of parts and modules. We've seen a fantastic reception to both of our laptops from customers and reviewers from outlets like Linus Tech Tips, [Ars Technica](https://arstechnica.com/gadgets/2021/07/frameworks-new-lightweight- modular-laptop-delivers-on-its-promises/), and multiple Wirecutter reviews (including a recommendation among the best [Windows Ultrabooks of 2024](https://www.nytimes.com/wirecutter/reviews/the-best-windows- ultrabook/)), along with making[ TIME's Best Inventions lists in 2021](https://time.com/collection/best-inventions-2021/6112625/framework- laptop/) and [2023](https://time.com/collection/best- inventions-2023/6323599/framework-laptop-16/). As a company, we were #35 on [Fast Company's Most Innovative Companies of 2022](https://www.fastcompany.com/90722815/framework-innovative-laptop-easy- repair-electronics).

We come from successful consumer electronics startups including the founding team of Oculus, and have closed multiple rounds of funding to fuel our roadmap. Even better (and maybe unusually for an early stage startup), we're in a financially healthy position going forward off of our product revenue. We care deeply about building a diverse and inclusive team, and we hope you do too!

We’re looking for an Escalations Support Specialist to help deliver an excellent experience for our growing customer base, managing and streamlining support escalations, end-to-end. This role is responsible for managing escalations from our Tier 1 and Tier 2 support agents, escalating issues to other internal teams within Framework for review and resolution, and for providing Tier 3 support for challenging technical issues. This role also involves developing new SOPs and documentation and training Tier 1 and 2 agents on current and new products to ensure Framework’s customers always have a great experience.

This is a remote position based in the US or Canada. If you're local to the San Francisco area, we spend one day a week together in person at our headquarters.

What You'll Do

  • Triage technical customer ticket escalations from our Tier 1, Tier 2 and Tier 3 BPO support teams
  • Proactively identify and escalate gaps in the customer experience
  • Provide the “Voice of the Customer” around trending technical issues to internal stakeholders through reporting shared on a regular cadence
  • Build out knowledge base articles and guides to help educate internal support staff and the public on known technical issues and how to resolve them
  • Collaborate with e-commerce, supply chain, logistics, and engineering teams to deliver best-in-class consumer experiences
  • Help define our support strategy as we continue to scale our efforts in Framework

What You Need

  • Bachelor’s degree or equivalent experience in engineering, computer science, or another technical field
  • 3+ years of experience in technical support and escalation management
  • Technical proficiency in Windows and Linux Operating Systems
  • Hands-on experience building PCs from components and troubleshooting hardware/software issues
  • Proficiency in Jira or similar issue-tracking software
  • Proficiency in help desk or customer ticketing software systems (Zendesk, Jira Service Desk, Kustomer, etc.)
  • Ability to quickly organize and prioritize issues based on severity and communicate findings cross-functionally in a clear and effective manner
  • A desire and ability to wear multiple hats in the early stages of a company, including taking on slices of project management and community support
  • Inventiveness, curiosity, and a passion for building and supporting products that people love

What's Nice to Have

  • Previous experience in an early-stage startup
  • Interest in tinkering with consumer electronics to see how they function or to replace/repair faulty components
  • Familiarity with supporting international customer bases and working in multinational teams
  • Previous experience supporting both consumer and business customers
  • Previous experience with loss prevention

What You'll Love

  • Competitive salary, equity, and health benefits
  • Paid company holidays plus 20 PTO days per year
  • Paid Parental Leave
  • Flexible work hours and locations, including every other Friday off!
  • 401K with matching for US employees
  • The chance to be an early member of Framework's team and to shape our customer support strategy
  • The opportunity to work at a startup that is fixing a major industry

Equal Opportunity

We commit ourselves to the principles of equal employment and a diverse work environment. With inclusion being one of our core values at Framework, we do not discriminate on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. We will consider qualified applicants regardless of criminal histories pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Ordinance.

We are also committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require an accommodation to participate in the application or interview process, please let us know by reaching out to accommodations@frame.work.

Job Summary
  • Job Title
    Escalations Support Specialist
  • Company
    Framework
  • Location
    Remote
  • Employment Type
    Full time
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