Are you a technical customer success specialist (user support technician) wanting to join our team where your skills can be used to help people discover their own wisdom, to realize a more compassionate world?

We build operational software for retreat centers and leaders and we help people find their next best transformational retreat. We are fiercely dedicated to being in service. We are seeking a full time technical customer success specialist to join our customer success team. You will work closely with our customer success, engineering and product teams to learn our software and eventually you’ll be on the front line with our customers.

Retreat Guru offers a family-friendly work environment with flexible working hours and remote work options. If you have a passion for helping others and finding creative ways to solve problems, we welcome you to apply. The salary ranges from $50,000-$60,000 per year, depending on experience.

The Role in a nutshell:

We'll look to you to bridge the gaps between customer support and development. This position combines technical expertise with customer-facing skills to enhance our service delivery and product quality. This role reports to the Customer Success Team Lead while maintaining strong collaborative relationships with the Development team. Success in this position will be measured through ticket response times, documentation completion, and consistent delivery of team training sessions.

Measurable Success Metrics:

• Maintain < 24hr first-response time on technical escalations (on weekdays)
• Conduct regular technical training sessions for CS team
• Reduce SMB technical ticket queue resolution time
• Within 1 year be able to successfully respond to enterprise-level support tickets

Primary Responsibilities:

Technical Leadership

• Maintain SMB (Small-Medium Business) support ticket queue
• Serve as first technical point of contact for code behaviour investigation within CS team
• Review and document all enterprise-level customizations
• Maintain and expand internal CS knowledge base for technical features
• Achieve expert-level understanding of website integrations, imports, and plugins

Quality Assurance Bridge

• Review and validate all customer-impacting deployments before release