Product Support Specialist
About the Role
You will join the Customer Success team and provide first-class product support. You will become an expert in the product, help customers via in-app chat, video calls and email, troubleshoot technical issues, liaise with developers, create support content, gather feedback and recommend improvements to the product and support processes.
Requirements
- Ideally 2+ years in a SaaS product customer-facing role such as sales, account management, customer success or software support
- Technical curiosity and ability to become a product expert
- Problem solving by gathering information, replicating issues and providing solutions or workarounds
- Data-driven analytical mindset and comfort with technology and automation
- Customer-focused and proactive approach to prioritising customer needs
- Ability to work independently and collaboratively with cross-functional teams
- Strong attention to detail and clear written communication for creating support content
Responsibilities
- Provide exceptional customer support via in-app chat, video conference, help centre and email
- Develop and maintain an in-depth understanding of the product and its features
- Collaborate with product management to represent customer needs and feature requests
- Troubleshoot technical issues and liaise with the development team to identify and implement solutions
- Create well-written support content including help articles, in-app guidance, release notes and screen recordings
- Participate in team discussions and initiatives to improve customer outcomes
- Identify risk accounts and work with Customer Success Managers to increase customer value
- Recommend and implement improvements to the support operation
Benefits
- 25 days holiday plus bank holidays
- Hybrid work or work in the Brighton office
- Annual profit share
- Group income protection cover
- Mental health support including a monthly wellness contribution
- Company socials
- Occasional goodies sent in the post