Please note, candidates should be able to work from our San Francisco office up to 1-2 days a week.
About the role:
As a Product Support Specialist at Culture Amp, you’ll play a vital role in our global team, ensuring customers have a seamless and personalized experience with our platform. You'll combine your expertise in customer support, technical knowledge, and curiosity to guide users through our product, troubleshoot unexpected challenges, and provide solutions that align with our culture-first approach. Your ability to investigate issues and offer thoughtful guidance will be key in empowering our customers to get the most out of Culture Amp.
What you'll do:
- Serve as the first point of contact for our global customers that reach out to us via our support channels (email, chat, video conference)
- Answer all questions related to the Culture Amp platform and escalate when necessary
- Educate and empower our customers to be better Culture Amp users and become People Geeks
- Serve as an internal resource for all departments and help them be successful - this might look like responding to “quick questions” in Slack or even joining a virtual meeting to serve as the product expert
- Be responsible for ensuring that customer data is handled securely - we are gatekeepers and manage internal requests for access to accounts
- Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers’ challenges
What you'll bring:
Culture Amp is seeking a self-motivated, dynamic and resourceful individual to join our amazing team as a Product Support Specialist. We are looking for a quick learner who thrives in a fast-paced environment, seamlessly adapts to new processes, and is eager to continue a career within Product Support. If you’re motivated by challenge, passionate about assisting customers, and want to make an impact in the world of work, we’d love to hear from you!
What you'll need:
The minimum qualifications for this role are…
- 5+ years of experience in high-velocity technical support for a SaaS product
- Experience using help desk systems (Intercom, Zendesk, Freshdesk, etc.) as your primary tool in previous roles
- Demonstrated expertise in resourceful problem-solving, creative troubleshooting, and investigative questioning techniques
Additionally, these preferred qualifications would indicate a particularly strong candidate…
- Strong technical understanding of how email, SSO, and SFTP work
- Ability to explain technical issues in simplified terms
- Natural curiosity: always looking for opportunities to learn, grow and give/receive feedback
- Ability to maneuver through ambiguous situations with a positive attitude
