Product Support Specialist

This is a fully remote position, open to applicants in United States, +1 more state.

📋 Description

• Oversee the support inbox and enhance workflows to reduce response times.

• Engage with customers through phone, email, chat, and video calls, choosing the most suitable method for their preferences.

• Take responsibility for CSAT scores and interact with dissatisfied customers to offer effective solutions.

• Manage incoming customer reviews and follow up as necessary to enhance the customer experience.

• Participate in team stand-ups to discuss priorities and obstacles.

• Diagnose user issues and provide suggested solutions to the product development team.

• Aid new customers in transitioning to the platform, which includes training and coaching.

• Oversee and update self-service customer resources, such as support articles and instructional videos.

• Contribute to testing newly launched features and creating training materials to encourage customer adoption.

⛳️ Requirements

• A minimum of 2 years of customer support experience in a SaaS setting.

• Strong communication skills across chat, email, phone, and video conferencing.

• Ability to troubleshoot ambiguous or complex issues using analytical and problem-solving capabilities.

• Familiarity with support tools and platforms like Zendesk, Intercom, Salesforce, or equivalent systems.

• Competence in managing support workflows to enhance response times.

• Self-driven and enthusiastic about learning.

• Quick adaptability to new tools, technologies, and the changing requirements of a growing organization.

🏝️ Benefits

• Fully remote work opportunity, available within the US and Canada.

• Comprehensive 99% employer-covered medical, dental, and vision insurance.

• 401k plan with a 100% employer match, up to 4% of your annual salary.

• Generous monthly allowance to promote your wellness and support remote working.

• Unlimited paid time off, with a required minimum to encourage work-life balance and prevent burnout.

• 11 company-wide holidays each year.

• 16 weeks of paid parental leave.

• Opportunities for travel to connect with the team, including company-wide offsite meetings.

• Choice of laptop.

• Equity grant.