AutoVitals

Customer Support

• Handle incoming phone calls and a high volume of support tickets across all channels
• Resolve basic product questions involving feature use, navigation, account settings, user management, and access issues
• Triage and route tickets to Tier 2 for process and configuration issues or Tier 3 for technical and integration issues
• Document every interaction in the ticketing system with clear, complete notes
• Meet target response and resolution times while maintaining high customer satisfaction
• Identify gaps and unclear documentation in the knowledge base and flag them to Tier 4 for runbook updates
• Adapt to change while supporting client usability, adoption, and exceptional customer service
• Report directly to the Manager, Customer Support

Customer Support Specialist – Tier 1

Product Marketing

• Own positioning, messaging, and value proposition for every product in the AutoVitals suite
• Define customer segmentation by revenue band, location count, and buyer role, and maintain segment pain points
• Partner with Product to translate the roadmap into market-facing language
• Partner with Brand on product naming and identity
• Own go-to-market plans for product launches, including audience, messaging, sequencing, channels, internal readiness, and success measures
• Own launch communications for clients, prospects, and internal teams, including FAQs
• Drive adoption of features already in market
• Own competitive intelligence, including competitors, battlecards, win/loss themes, and positioning
• Bring competitive insights into pricing, packaging, and roadmap discussions
• Build sales enablement materials including decks, one-pagers, talk tracks, objection handling, and FAQs
• Own customer proof points and reference stories
• Coordinate segmented campaign messaging with demand generation and content
• Measure work against sales adoption and pipeline and improve based on results
• Build product marketing standards, processes, playbooks, and operating cadence
• Hire, onboard, and develop product marketers as the team grows

Customer Support Specialist – Tier 1

Senior Manager, Product Marketing