Triage, troubleshoot, localize and escalate complex client issues; deliver technical customer support; assist non-engineering teams with debugging; maintain internal documentation; derive structured feature requirements and bug reports from stakeholder information.

Support SMB and MME customers through activation, adoption, growth, and retention. Resolve escalated inquiries, provide AI and platform guidance, identify at-risk customers, execute proactive engagement strategies, host customer sessions, and increase automated resolutions. Use internal tools, AI, automation, and data-driven insights to manage customer relationships at scale while collaborating with Professional Services, Sales, Product, Engineering, Marketing, and Revenue Operations.

Act as post-sales trusted advisor managing a book of clients to deploy, scale, and optimize Ada's AI customer experience solution. Guide integrations and system architecture, improve AI agent performance through data analysis and transcript reviews, drive adoption and measurable outcomes (automated resolution, CSAT, ROI), and surface expansion opportunities while translating technical concepts for non-technical stakeholders.