Product Support Specialist
Job Description
About Our Client
Our client is a fast, free, and flexible way to send bulk payouts to individuals in over 200 countries. Over 10,000 organizations, ranging from small businesses to major corporations like Google, MIT, and United Way, have sent over $1 billion, saving an average of 15 hours per month.
In both its product and workplace, the organization is dedicated to making work more efficient, flexible, and fulfilling. It maintains a fully remote, high-documentation, low-meeting culture, allowing more time for what matters in both professional and personal life.
About The Role
An enthusiastic Product Support Specialist is being sought to advocate for customers. The ideal candidate should be eager to help shape the company’s voice, define the support function, and contribute to improving the platform.
As a team member, the candidate should be able to identify the root cause of a problem and find enjoyment in thinking of creative solutions. The right person will not only answer inquiries but also identify the deeper needs of users. Empathy, composure, and an ownership mentality are essential for success in this role.
What you’ll do
– Serve as the first point of contact for customer inquiries via email, chat, and phone.
– Become a product expert and function as a first-level problem solver.
– Escalate issues to the appropriate team while maintaining communication with the affected user.
– Understand and gather trends in customer feedback to assist the product team in prioritizing future projects.
– Update and contribute to internal knowledge resources and external help articles.
– Collaborate with the team to build strong relationships, establish ownership of responsibilities, and improve process efficiency.
– Maintain a friendly, compassionate, and solution-oriented demeanor with both users and the team.
You’ll need
– A bachelor’s degree.
– 0-2 years of experience in a customer-facing role.
– Effective communication skills, particularly in writing clearly and concisely.
– Composure, patience, and empathy for user interactions.
– The ability to multitask, prioritize responsibilities, and stay organized.
– A proactive and results-driven attitude.
– The capacity to learn and adapt quickly.
– A sense of humor.
– A curiosity about the platform/product.
Why work with us
– The company is profitable with numerous growth opportunities, benefitting your career trajectory.
– Competitive pay, equity, and benefits are offered, with a base salary range of $70,000 – $75,000 for this role.
– A fully remote work environment is available, allowing you to work from anywhere within the Americas.
Compensation
$70K – $75K • Offers Equity