Mercury: Customer Support Systems & Analytics Architect

Headquarters: Remote • UK, France, Spain, Germany or Canada About Upsun (formerly Platform.sh) Upsun is the cloud application platform humans and robots love. It is built for today’s hybrid teams, where AI agents write and test code and humans focus on solving the problems that really matter. Developers, DevOps engineers, and platform teams use Upsun to build, ship, and scale confidently without wrestling with backend infrastructure. We give you your time back. You get: Predictable performance, even at scale Secure, compliant environments by default Real-time observability and profiling built in Cloning, configuration, and provisioning in seconds AI-ready features that plug directly into your stack The name says it all. "Up" means uptime, reliability, and acceleration. "Sun" reflects our follow-the-sun-support, a 24x7, globally distributed support team keeping the lights on while you rest. Our core belief is that software should power brighter solutions and greater innovation. Upsunners are a remote, global workforce, and we thrive in a multicultural team. We are committed to open source and an open, welcoming environment. Our team spans the globe and the experience spectrum. What's our commonality, our cultural fabric? A curious spirit and a thirst for knowledge; an eagerness for innovative ideas and cultures. We believe we can build anything together in an environment that frees you to do your best work. Our values: We make a positive impact. We aim for the stars. We care for each other. Impact of a Customer Retention Manager As our Customer Retention Manager, you play a key role in protecting and growing revenue across a high-volume portfolio of customer accounts. Your day-to-day is proactive, human outreach and health monitoring — building real relationships at scale, bringing a human touch to segments that are often managed purely through automation, and catching risk early. When you manage that well, renewal conversations become a natural next step rather than the main event. You'll also work within the workflows, health scoring, automation, and segmentation that let retention scale without creating internal chaos, all while keeping the renewal experience smart, timely, and low-friction. Reporting to our VP, Customer Success, this role is ideal for someone who loves building, improving processes, testing ideas, and seeing direct impact on both customer outcomes and business performance. You'll work closely with Sales, Customer Success, Product, Data, and GTM teams to inform retention strategy and engagement models across the business. What to expect Renewal Ownership & Pipeline Management: Manage a rolling pipeline of customer renewals across a high-volume portfolio, initiating conversations ahead of contract expiration and driving each account through to close. Retention Workflow Support: Help build and improve scalable retention and renewal workflows using Salesforce and integrated tooling, contributing to repeatable processes that hold up as portfolio volume grows. Proactive Relationship Building: Own direct, human outreach to smaller and long-tail accounts by proactively building relationships with them. Lifecycle & Tech-Touch Design: Contribute to the design of customer lifecycle journeys, engagement triggers, and tech-touch motions Health Scoring & Risk Identification: Use customer health scoring frameworks- built on usage, engagement, and lifecycle signals- to identify at-risk accounts early, partnering with internal stakeholders to develop and execute save strategies. Automation & AI Enablement: Support the implementation of automated outreach, lifecycle campaigns, and renewal risk workflows, and flag opportunities to leverage AI and automation. Commercial Negotiation: Negotiate pricing, contract terms, and multi-year agreements within established company guidelines. Expansion Identification: Partner with Customer Success Managers and Account Executives to identify and close upsell and cross-sell opportunities during the renewal cycle. Stakeholder Collaboration: Work closely with Sales, Customer Success, Product, Data, and GTM teams to support and inform retention strategy and customer engagement models. What you bring Renewal Lifecycle Experience: Experience managing a rolling renewal pipeline, engaging customers well in advance of contract expiration. Commercial Negotiation Skills: Experience negotiating pricing, contract terms, and multi-year agreements within established guidelines. Risk Identification & Save Strategy: Ability to identify at-risk accounts early and collaborate cross-functionally on save strategies. CRM & Systems Experience: Hands-on experience working within Salesforce or a similar CRM, including contributing to operational workflows or lifecycle processes. Retention & Lifecycle Knowledge: Solid understanding of customer health scoring, lifecycle automation, and retention strategy. Expansion Mindset: Proven ability to identify upsell and cross-sell opportunities in partnership with CSMs and Account Executives. Versatility: Comfort operating across both customer-facing engagement conversations and systems/process design conversations. Growth Mindset: Demonstrates a sustained commitment to continuous improvement, actively seeking out better ways to engage customers and support scalable operations. Where we hire At Upsun, remote work isn't just a trend - it's our foundation. The freedom of remote work with the support of a diverse, global team has been our successful model for over a decade. Our culture celebrates flexibility and collaboration, and while we have team members in over 30 countries around the globe, we are currently focused on hiring for this role in the UK, France, Spain, Germany or Canada. Although we’re unable to provide visa sponsorship at this time, we welcome applications from all qualified candidates who are legally authorized to work in these countries. How we hire We know that a

Headquarters: Rochester, New York URL: https://www.assignr.com Come Join Our Team! We strive to provide outstanding support to our customers, and we are looking for a team member to help us out. Most of our customer support is provided via email and Intercom messenger, with some support by phone and via Zoom web conference. As a member of the Assignr support team, you will: Respond to and handle tech support tickets, including resetting passwords, helping customers navigate and use the system, and scheduling/conducting short Zoom walk-throughs for more challenging support questions. Develop the technical support knowledge base of our software platform, including writing help documents and creating how-to video tutorials. Answer incoming customer phone calls to listen to and resolve issues, answer questions, and capture feedback for how Assignr can improve the user experience. Troubleshoot technical issues within the system and solve problems as they arise. Requirements Autonomy: We’re looking for someone who can work independently with minimal guidance or oversight. Attention to Detail: You are thorough and accurate when reading, interpreting and performing tasks. Client Relations/Customer Service: You enjoy providing great service to our customers. Communication: You are fluent in English, and can effectively listen and share knowledge and information with others. You communicate effectively, both in written and oral forms, using proper spelling and grammar. Most support is provided in writing (Intercom messenger and email), so it is very important that you are skilled in written communication with our customers. Problem-Solving Skills: You use critical thinking skills to work through the details of a problem to reach a solution. Resourcefulness: You can creatively handle new situations or difficulties skillfully and promptly. Taking Initiative + Self-Driven: You can see an opportunity or need and act upon it without being asked or told. You like making things happen, rather than waiting for something to happen. Working Hours This is a full time position. We expect the workload to be approximately 35-40 hours per week. Must be available to work primarily during business hours in the Pacific time zone (e.g. Monday - Friday 9a-5p Pacific time), with occasional coverage on Saturdays. Must be authorized to work in the United States. Benefits USD $27/hour Health insurance (medical, dental, vision) Participation in retirement plan with company match Fully remote position Required Education and Experience Minimum formal education of high school diploma or GED. Intermediate computer knowledge a must, including the use of web applications in general, and understanding web technology from an end-user’s perspective. Ability to independently learn and implement new technologies quickly. Preferred Education and Experience Previous experience handling technical support for a SaaS company Ability to speak Spanish fluently (not required, but would be considered a plus for the officials we support who do not speak English) To Apply We will only accept applications through our online job application form. Applications will be reviewed on a rolling basis until the position is filled. For questions, please contact us at jobs@assignr.com. No phone calls, please. To apply: https://weworkremotely.com/remote-jobs/assignr-llc-customer-support-specialist-2