Platform Support & Training Lead

Who We Are

RYNO Strategic Solutions is an innovative, full-service digital marketing company with 350+ RYNOs offering exceptional internet marketing services since 2008. We stay ahead of our competition with top-notch proprietary strategies, tracking, and reporting. Due to our total transparency, our customers always know exactly what they receive through their marketing efforts with us. We are dedicated to helping Home Service companies find their customers online by utilizing the most cost-effective desktop and mobile strategies.

Our Mission

Connecting people to local businesses that improve the quality of their lives.

Our Values

• We prioritize INTEGRITY and transparency in every interaction, building trust and delivering lasting value.
• We aim for EXCELLENCE in everything we do, ensuring exceptional outcomes for clients and continuous growth for our team.
• We take ACCOUNTABILITY for our successes and failures, fostering a culture of trust and collaboration to deliver impactful results.
• We think differently, pursue INNOVATION relentlessly, and embrace every challenge as an opportunity for growth.
• OBJECTIVITY drives our decision-making because data-backed solutions plus industry expertise wins every time.

Summary of Position

The Platform Support & Training Lead will be responsible for overseeing all support-related activities and developing training and documentation processes. Initially, you will personally handle support tasks while building and leading a scalable support team. You will collaborate closely with the development team to resolve technical issues and with the product team to provide feedback and raise concerns. This role is critical to the growth and success of our support and training function.

Position Responsibilities

• Stay updated on platform updates, roadmaps, current market trends, metrics, and technologies
• Triage, manage, and resolve support tickets, handling simple and complex issues
• Identify prioritization of requests to ensure appropriate resolution of issues and tickets
• Collaborate with the development team to troubleshoot technical issues and escalate more complex problems to the appropriate team members when necessary
• Ensure all support tickets are handled within service level agreements (SLAs) and identify and resolve bottlenecks or delays
• Ensure timely and consistent communication with requesters on resolution progress, roadblocks, and resolution
• Develop clear, concise, and comprehensive documentation for internal teams and external clients, reducing the volume of recurring support requests
• Create and deliver training materials for both internal teams and customers, focusing on improving the understanding and usage of our SaaS and AI-driven tools
• Help recruit and manage a high-performing support team, ensuring the team follows established processes and delivers high-quality support
• Work closely with the development and product teams to raise issues, track progress, and provide feedback on recurring problems or feature requests
• Track and report key metrics related to ticket resolution times, common issues, and documentation effectiveness to improve processes and ensure SLAs are maintained with high customer satisfaction
• Build, manage, and continuously improve a self-service knowledge base for internal and external use
• Additional job duties as assigned by management

• 3+ years in a customer support or training role, ideally in a SaaS environment, with experience working independently and taking ownership of processes
• High attention to detail and output quality
• Experienced in and comfortable working with data, including running SQL and NoSQL (MongoDB, etc.) queries, using Postman, using multi-dimensional analysis tools (pivot-tables, etc.), troubleshooting technical issues, and working with SaaS and AI-driven tools
• Proven ability to write clear and effective documentation for technical and non-technical audiences
• Experience creating and delivering training materials for internal and external users
• Strong interpersonal skills to interact with clients, team members, and cross-functional teams
• Experience with developing and refining support processes to improve efficiency and customer satisfaction
• A self-starter mentality with a desire to grow the support function and lead a team
• Proficient with support ticketing systems such as Zendesk, Freshdesk, or similar, and project management tools like Jira or Trello
• Experience working with SaaS analytics platforms, AI tools, or related technologies preferred
• Familiarity with managing and scaling support teams
• Knowledge of best practices for creating self-service support systems
• Experience with digital marketing platforms and metrics preferred

The total compensation for this salaried exempt opportunity includes a base salary of $65,000 to $75,000, the potential for quarterly bonuses, plus benefits. This target compensation range is subject to multiple factors including role, level, experience, and location. As you go through our interview process, your recruiter will work with you to identify a competitive base salary within the proposed range.

We’ve got you covered!

RYNO is proud to offer a variety of benefits to support employees and their families, including:

• Remote-first culture with flexible work options
• Performance based bonuses to reward excellence
• Medical, Dental, Vision, and Life Insurance
• 401(k) matching to help you plan for your future
• 6 weeks of paid parental leave for new parents
• $2,000 annual tuition reimbursement for continued education
• Wellness stipend to support your health and fitness
• Monthly data stipend to support your remote work environment
• Paid vacation and sick time off for work-life balance
• 10 paid holidays to enjoy throughout the year
• Paid days for a Cause to give back to your community
• Paid birthday holiday to celebrate your special day
• Comprehensive Employee Assistance Program for personal support
• Leadership and career advancement opportunities
• Anniversary rewards to celebrate milestones
• Inclusion, Diversity, Equity & Access (IDEA) Committee
• Awesome team merch!

About RYNO Strategic Solutions

RYNO Strategic Solutions (RYNO) and Blue Corona, two leading digital marketing agencies specializing in the home services industry, merged into one company in September 2024. This strategic union combines nearly 30 years of expertise from both companies, unified under the RYNO Strategic Solutions brand creating an unrivaled market leader. With nearly 30 years of combined experience and data-driven insights in home services marketing, the newly unified RYNO Strategic Solutions offers unmatched expertise, and a robust portfolio of services designed to help home service contractors create, capture, and convert more leads from their digital marketing investments.

This job description is intended to describe the general nature and level of work being performed by people assigned to this position. It is not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.