Customer Product Support at SourceDay

| Austin
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As a Customer Product Support Lead, you will own ultimate responsibility for customer support satisfaction for incoming help desk tickets, chats, phone calls, emails and other possible forms of customer communication.
· Resolve Tier 1 and Tier 2 level customer issues via multiple incoming and outgoing channels.
· Provide excellent customer service by exceeding customer expectations.
· Identify technical or product issues and work with a highly creative development team to resolve with a sense of urgency.
· Manage customer expectations regarding estimated response times for resolution.
· Exhibit a deep understanding of the SourceDay solution and speak with customers about the most relevant features/functionality for their specific business needs.
· Expertly address challenging questions while providing answers that are professional and easy to understand.
· Understand and empathize with end user challenges and issues and recommend best practice solutions.
· Foster strong relationships with other SourceDay departments to find resolutions and work toward product improvements.
· Collaborate with the SourceDay engineering group on potential product ideas and solutions.
· Work with our Technical Operations group on prioritizing and managing ticket statuses and escalations.
· Perform user testing on new product enhancements and functionality.
Perform other product and support functions as needed.


  • Bachelor's Degree Preferred
  • Experience
  • Minimum of 3 years in a technical support or customer support role
  • Experience with Saas company a plus
  • Knowledge of manufacturing, procurements and/or ERP systems is a plus
  • Technical 
  • Prior experience with Help Desk Software
  • Proficient computer skills including knowledge of MS Office and other web-based software
  • Experience with JIRA a plus
  • Skills
  • Excellent Communicator: Able to communicate quickly and effectively, through multiple channels, displaying the ability to connect and build relationships with both internal and external clients.
  • Problem Solver and Creative Thinker: Utilize your creativity to turn real problems into simple and elegant solutions to be shared and built upon with your peers.
  • Passionate: You are passionate about your performance and its impact on the company’s success.
  • Energetic and Creative: Display high energy and enthusiasm, with a strong commitment to exceeding expectations.
  • Time Management and Organization: You know how to prioritize the critical without losing sight of other initiatives.
  • Committed: Strong desire to be an active, long-term participant in the growth of your individual professional skills, as well as our corporate and product initiatives.
  • Position Type/Expected Hours of Work
  • This is a full-time position. As our organization grows there is a potential for change in shifts. The current position will be from 7:00 am – 4:00 PM Monday through Friday. Some night and weekend work may be required based on external customer needs. After hours support may be required from time to time in order to accommodate international time zones. Minimal travel required. 

SourceDay removes waste and mistakes from global supply chains by freeing teams from unorganized email messages and cumbersome spreadsheets. More than 100 manufacturers use SourceDay to manage the billions of dollars that they spend on the materials they need to make their products. Managing spend through SourceDay’s centralized platform eliminates human error and inefficiency while dramatically improving a company’s ability to maximize margin and meet customer commitments on time.
SourceDay is an Equal Opportunity Employer and does not discriminate in employment opportunities on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, disability, marital status, age, veteran status, or disability.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • Google AnalyticsAnalytics
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen


Our office is in the Arboretum, just a few minutes from MOPAC, 183, and 360. We're surrounded by dozens of restaurants, shops, & bars.

An Insider's view of SourceDay

What’s the vibe like in the office?

“The best thing about working at SourceDay is basically it's one big family. Most everyone is willing to help or lend a hand if you have a question or need anything. It's nice to know I'm surrounded by talented individuals who are there for me and can
help me and my team succeed.”


Customer Success Manager

How do you collaborate with other teams in the company?

“The best thing about working at SourceDay is the people and the collaboration. There is a lot of team work from not only your department but other departments as well. I feel like I learn something new every day.”


Business Development Representative

How has your career grown since starting at the company?

“I love tackling new challenges on a daily basis because that's my favorite way to learn and develop new skills. It's also amazing being a part of something so early and watching it grow year after year. This will be an experience I will never forget!”


Sales Director

How do you empower your team to be more creative?

“Our #1 value is the employees. I always feel empowered through mentoring and management to be the best at my job. Every resource I have asked for has always been received, and management does a great job of leading by example.”


Training and Content Specialist

How does the company support your career growth?

“I like that the work I am doing daily has an impact on the business and on our customers. I feel supported by management and also empowered to do my best.”


Product Manager

What are SourceDay Perks + Benefits

SourceDay Benefits Overview

At SourceDay we're committed to providing competitive benefits to our employees. Some highlights include unlimited PTO, generous health insurance coverage including medical, dental and vision, a flexible spending plan and 401(K) options. Helping contribute to our work-hard-play-hard culture and our support for healthy lifestyles, we also offer standing desks, balance boards, a game room, catered lunches and breakfasts twice per week, free access to a workout facility with showers, a stocked kitchen with beer on tap, an espresso machine and more!

Volunteer in local community
Employees can participate in a quarterly SourceDay Cares event. Past events have included volunteer opportunities at the Austin Food Bank, with Austin Angels, with Brady's Bridge and Shoes for Soles.
Partners with Nonprofits
SourceDay partners with Austin Angels and Brady's Bridge for quarterly employee volunteer opportunities.
Friends outside of work
Eat lunch together
Intracompany committees
Committees include: Party planning, SourceDay Cares, Women at SourceDay and more.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Highly diverse management team
SourceDay is committed to a diverse staff, with both women and minorities serving in leadership positions.
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
SourceDay employees can contribute up to $3500 annually to their FSA. For a family, employees can contribute up to $7000 annually.
Dental Benefits
100% of preventative services are covered with 80% covered for minor services and 50% for major services.
Vision Benefits
In-network: $15 copay, $30 copay for glasses/contact lenses and $130 frame allowance. Out-of-Network: Reimbursed up to $40, and reimbursed for frames up to $45.
Health Insurance Benefits
SourceDay's HSA health insurance policy covers up to 100% of out of pocket expenses once deductible is met. The PPO policy provides preventative coverage at 100% with $40 copays.
Onsite Gym
Retirement & Stock Options Benefits
401(K) pre-tax and roth post-tax options.
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker.
Flexible Work Schedule
SourceDay provides employees with a flexible work schedule that includes Core hours.
Remote Work Program
Our remote work program includes the option to work from home or remotely on occasion as needed.
Family Medical Leave
Company sponsored family events
SourceDay sponsors family oriented events annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Our employees receive about 32 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
SourceDay hosts company outings quarterly.
Free Daily Meals
Game Room
Our game room includes Ping Pong, Video Games, Darts and Nerf Games.
Stocked Kitchen
Gourmet snacks and beverages including an espresso machine.
Some Meals Provided
Happy Hours
Happy hours are hosted about once per month.
We offer employees free on-site garage parking.
Professional Development Benefits
Job Training & Conferences
SourceDay offers employees professional development opportunities like onsite training courses and the ability to attend job related conferences and seminars.
Lunch and learns
SourceDay hosts lunch and learn meetings weekly.
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
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