With Confluent, organisations can harness the full power of continuously flowing data to innovate and win in the modern digital world. We have a purpose that drives us to do better everyday – we're creating an entirely new category within data infrastructure - data streaming. This technology will allow every organisation to create experiences and use the power of data in ways that profoundly impact the way we all live. This impact is our purpose and drives us to do better every day.

One Confluent. One team. One Data Streaming Platform.

Data Connects Us.

About the Role:

As a Senior Confluent Concierge Representative, you will play a pivotal role in ensuring exceptional customer experiences by working directly with customers and providing support for a range of key, non-technical, customer service-related activities on Confluent Cloud and Confluent Platform. Leveraging your expertise, you will address complex customer issues, contribute to process refinement, foster cross-functional collaboration, and uphold Confluent's commitment to customer success.

What You Will Do:

• Advanced Customer Support: Provide expert-level support to customers with a wide range of non-technical issues related to Confluent Cloud and Confluent Platform. This includes account related, billing, license, certification related queries and more.

• Process Enhancement: Lead efforts to refine support processes and methodologies, driving efficiency and scalability within the Concierge team. Collaborate with stakeholders to identify opportunities for process improvement and implement best practices

• Cross-functional Collaboration: Act as a liaison between the Concierge team and other internal departments, including Product, Engineering, and Sales, to facilitate seamless resolution of customer issues. Escalate critical matters and provide valuable feedback to drive product enhancements.

• Knowledge Management: Contribute to the development and maintenance of comprehensive knowledge resources, including run-books, FAQs, and troubleshooting guides, to empower both customers and fellow team members with valuable insights and solutions.

• Mentorship and Training: Serve as a mentor to junior team members, providing guidance, training, and support to foster their professional growth and development within the organization.

• Promote Company’s Culture: Demonstrate core company values and lead by example to spread a positive culture amongst the team.

What You Will Bring:

• Proven track record of successfully supporting customers on non technical issues for a software / Saas based product, preferably with experience in billing, accounts related issues or related fields.

• Minimum of 5 years of relevant experience is preferred.

• Demonstrated commitment to ensuring customer success through exceptional service delivery, customer centric approach, and proactive problem-solving.

• Excellent verbal and written communication skills, with the ability to converse and convey explanation of an issue to non-technical audiences effectively.

• Analytical mindset with a focus on continuous improvement and a keen attention to detail. Ability to analyze data, identify trends, and propose actionable insights.

Come As You Are

At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.

Click HERE (https://www.confluent.io/legal/confluent-candidate-privacy-notice/) to review our Candidate Privacy Notice which describes how and when Confluent, Inc., and its group companies, collects, uses, and shares certain personal information of California job applicants and prospective employees.

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