About SupportLogic
SupportLogic SX™ is a platform that elevates customer service experience by leveraging natural language processing (NLP) and machine learning (ML). The platform seamlessly integrates with your existing ticketing system (such as Salesforce Service Cloud, Zendesk, Microsoft Dynamics), reads all the comments in every ticket to extract key signals related to customer sentiment and churn, predicting outcomes and providing proactive recommendations. Customer Support and Success organizations use the platform to stay on top of how their customers feel about them thus improving customer relationships, products and operations.
We are a well-funded startup with investments from top tier investors in Silicon Valley (Sorenson Ventures, Sierra Ventures) and a customer list that is a who’s-who of Enterprise IT companies. We are privileged to have customers who are not only outspoken fans of our product but also prove it by renewing every year.
Role Overview
We are seeking a Senior UI/UX Designer with a strong passion for building innovative product experiences that make people’s work easier and more efficient. This role offers the opportunity to apply your design craft to a domain hungry for digital transformation, leveraging the most innovative technologies to create experiences. As a key member of the SupportLogic design team, you will ensure that all designs are intuitive, on-brand, and data-informed. The ideal candidate will have a blend of design excellence, project management acumen, and a passion for customer empathy while operating in a lean, startup-like team. This is a full-time position based in India (remote work).
How Your Work Will Support Our Growth
- Define the UX Vision: Establish and lead the vision for SupportLogic’s product and user experience.
- Lead User Research and Insights: Build a deep understanding of our customers through research, identifying pain points, behaviors, and opportunities to inform the product roadmap.
- Own the Design Process: Lead the end-to-end design process, from discovery and concept development to usability testing and delivery, ensuring a seamless and delightful customer experience.
- Develop a Scalable Design System: Create and evolve SupportLogic’s design system to ensure brand and UX consistency across all customer touchpoints.
- Collaborate Strategically: Work closely with product managers and engineers to align UX initiatives with business objectives and technical capabilities, acting as the voice of the customer in strategic discussions.
- Champion User-Centered Design: Advocate for design thinking principles across the organization, influencing stakeholders to prioritize customer empathy and usability.
- Monitor and Optimize Post-Launch: Use analytics, feedback, and performance metrics to evaluate and continuously refine the effectiveness of design solutions post-launch.
- Stay at the Cutting Edge: Keep SupportLogic ahead of industry trends by exploring emerging tools, technologies, and UX methodologies that enhance our competitive edge.
About You
- Professional Experience: 6-10 years of UX design experience, with a strong focus on designing enterprise applications and defining end-to-end design processes.
- Research Expertise: Proven ability to lead and apply user research methodologies, including interviews, surveys, design sprints, and usability tests, to inform design decisions.
- Portfolio of Excellence: A compelling portfolio showcasing successful customer experience projects, including detailed examples of your design process and measurable outcomes.
- Technical Proficiency: Mastery of design tools such as Figma, Adobe XD, or Sketch, paired with a solid understanding of web and mobile app design standards, accessibility, and responsive design.
- Collaboration Skills: A proven ability to foster strong relationships with cross-functional teams, clearly articulate design rationale, and align design strategies with business goals.
- Data-Driven Approach: Experience leveraging analytics, customer feedback, and usability testing results to refine and iterate on design solutions.
- Adaptable Mindset: A proactive and resourceful attitude, with a passion for tackling complex, ambiguous design challenges in a fast-paced, evolving environment.
How We Support Our Employees’ Growth and Well-Being
- Healthcare for employee, spouse and child(ren) is fully covered by us
- Equity (stock options)
- Remote 1st, collaborative, and transparent culture
- PTO you’re encouraged to take to recharge
Equal Opportunity Employer- Our differences make us better
Our commitment to diversity and inclusion is deep and core to the company we’re building. Our users are diverse, and we believe that our company needs to reflect the diversity of our users in order to build the best possible product. Discrimination of any type will not be tolerated at SupportLogic, and we pride ourselves in making sure that all employees feel heard, supported, and challenged.
