Technical Implementation & Support Specialist

LifeLabs Learning is the source for instantly useful, delightfully unusual, science-backed training for managers and teams. We teach skills to build passionate and high-performing teams faster.

We're a diverse team of experts who focus on tipping point skills like coaching, feedback, prioritization, and inclusion — teaching only the behaviors that lead to the biggest impact in the shortest time. We make these skills stick by helping organizations build them into their culture and systems - and we have fun doing it! Learn more about us here!

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Technical Implementation & Support Specialist

LifeLabs Learning is seeking a highly creative and experienced Technical Implementation and Support Specialist to join our Product Operations team. As our Technical Implementation and Support Specialist, you will be responsible for supporting our Help Desk, client onboarding, creating and maintaining client technical configurations and integrations, creating technical client enablement materials and support documentation, providing technical expertise and guidance for clients throughout the client lifecycle, and liaising with internal teams to ensure an effective and streamlined client experience.

What You’ll Do:

1. Technical Implementation and Support  

Purpose: Provide clients outstanding support and resources to improve client adoption, time-to-value, and retention. Be the technical expert in platform interoperability and functionality. Be the ultimate steward of the client experience with LifeLabs.

• Maintain expertise over our product offerings, supporting technologies, and their functionality.

• Become a trusted contact for our clients by guiding them through the onboarding experience, including account setup, technology integrations, troubleshooting, and program/product functionality questions.

• Serve as internal subject matter expert on integrations, including Single Sign-On, Human Resource Information Systems, Learning Management Systems, standard and advanced reporting.

• Create and maintain multi-media content for client enablement purposes (e.g. knowledge base articles, educational videos, presentations, etc.), with a focus on creating reusable and scalable content.

• Coordinate with Product Operations for onboarding support (i.e. logistical tasks - invoicing, scheduling, onboarding, travel, etc.)

• Handle all post-onboarding client requests for product support as needed during the course of the program 

• Respond to all client and labmate communications with clarity, accuracy, simplicity and warmth in line with our Service Level Agreements (SLA’s)

  • Manage a high volume of support tickets via multiple channels by reviewing, routing, and responding effectively, prioritizing based on account size, client segment and urgency.

  • Answer client questions and loop in the appropriate collaborators when needed

    • Communicate client policies accurately

    • Troubleshoot reported issues related to products and product systems and follow up with Clients to ensure that reported technical difficulties have been resolved.

    • Lead or attend client calls for support as needed

• Manage and execute on emergency communications to our clients in response to world events, security issues, or other urgent matters

2. Solutions engineering and special projects

Purpose: Support the teams and grow LifeLabs by applying your unique strengths, skills, and knowledge in ways that align with business objectives. 

• Periodically support pre-sales solutions discovery, specifically those with complex technical, system inter-operability, or integration requirements. 

• Conduct live demonstrations of our platform, highlighting technical components of our product to our client’s technical, executive, and decision-making stakeholders.

• Build workflow mapping and diagrams to help clients understand data and user workflows for working with our platform and their technology stack.

• Assist with a variety of special projects in collaboration with our Director of Product Operations and others.

• Spot inefficiencies and look for opportunities to streamline, improve, and scale our processes.

• Write a clear definition of “done” and success metrics for every project.

• Collaborate with colleagues who may be impacted by your project.

• Always Be Learning: seek feedback from your collaborators and project sponsors.

What You’ll Bring:

• Technical expertise and prior experience supporting the successful implementation and ongoing use of SaaS products

• Effective written and verbal communication skills in a client support environment  - the ability to be empathetic and responsive while clearly explaining complex technical topics in easily understood language

• Specific examples of how you investigated and successfully diagnosed technical issues in a web based environment and worked to resolve the issue on behalf of clients

• Experience proactively documenting and flagging complex technical issues, with superior attention to detail throughout

• An interest in developing more technical skills and experience in partnership with product counterparts

• Experience building and maintaining internal and external knowledge bases and writing client facing technical documentation

• Experience configuring, troubleshooting and maintaining Single Sign-On, HRIS, and Learning Management System integrations, with ability to be trained to own customer set-up within 90 days of coming onboard.

• Familiarity with business intelligence tools like Looker, ThoughtSpot, etc.

• Experience in a customer-facing role, with a proven ability to provide exceptional service, and address customer inquiries or concerns in a professional and timely manner.

• Experience using one or more client support and ticketing systems like Freshdesk, Intercom, Zendesk, etc.

• Experience using a CRM tool like Hubspot or Salesforce

• Ability to live demo and explain technical tools and structures during pre-sales and onboarding

• Ability to create presentations with tools like Canva, Figma, Google Slides, Powerpoint, etc.

• Ability to facilitate to conduct a client kickoff or tech demo meeting

The deets:

• Start date: ASAP

• Location: Remote (can be based anywhere in the U.S.)

• Employment Type: Full-time

• Starting Salary: $75K -$85K starting base salary

  • Starting salary matches your skills and readiness for the role assessed during the interview process.

• Compensation: salary + bonus (Success Share)

  • Our compensation system is transparent and consistently applied throughout the company. As you take on new responsibilities, you can expect a yearly compensation increase, so long as you are meeting the role expectations #AlwaysBeLearning! 

  • Additionally, you will be eligible to participate in our quarterly Success Share program which is a 10% bonus on your eligible earnings when we hit our quarterly revenue target.

• Long-Term Incentive Plan: As part of your compensation package, you will be eligible to participate in the company's Long-Term Incentive Plan (LTIP). Your equity grant will be commensurate with the Specialist band of this role. 

• Benefits: medical, dental, and vision insurance; flexible vacation policy, 11 federal holidays, 2 LifeLabs holidays, Kind Fridays, Clean Break (Paid Time Off benefit during the last week of the year), 401K match, team profit share, 4 Learning Days, Health & Wellness benefit, dedicated peer coach, ongoing training, biannual team retreats, and more!

Want to know what to expect ahead? 

Step 1: Complete the application below.

Step 2: Complete a Pre-Interview Work Simulation: Do a pre-interview work simulation (60 minutes max self-led on our testing software.)

• Given that this role works remotely, we want to see how you would work through some of the daily tasks, responsibilities, and challenges you would come across through a day-in-the-life work simulation. You'll get a sense of the role and give us an opportunity to see your skills in action.

• Your answers will not be used for any other purposes beyond evaluating your candidacy for this role, as it’s important for both of us to get a glimpse of how you would handle a day-in-the-life of this role.

Step 3: Join a Role & Values interview (60-minute interview over Zoom)

Step 4: Join a Client Support & Success Q+A (30-minutes over Zoom)

*Note: All live interviews will be recorded and erased after 3 years of the interview (so you can be automatically considered for future openings), or upon your request.

To start! If you're interested: please send us your resume and complete the application below.

Let’s do this! Come be part of a team where you will learn something new every day, challenge yourself and others, laugh a lot, and make a real impact by teaching people life’s most useful skills.

LifeLabs Learning is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. We will not have access to your personal Equal Employment Opportunity Commission information during the interview process. LifeLabs Learning is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request a reasonable accommodation, please let us know in your application or email us at Work@LifeLabsLearning.com