Product Support Specialist, Culture Amp
Employee Share Options Program
1 day a week in office
Employee platform for staff surveying and analytics
Be an early applicant
Employee platform for staff surveying and analytics
501-1000 employees
Be an early applicant
Employee Share Options Program
1 day a week in office
501-1000 employees
Company mission
Culture Amp's mission is to build a better world of work by making the power of people analytics accessible to everyone.
Role
Who you are
- Fluent or C2 English language skills with experience in a professional setting (Required)
- Fluent or C2 German language skills with experience in a professional setting (Nice to have)
- You enjoy interacting with people and building relationships with customers
- You are able to empathize with customers in a genuine way that lets them know you care about their issues
- You have the ability to explain technical issues in simple terms
- You know when to ask open-ended questions vs. close-ended questions to best understand an issue
- You are professionally self-directed and self-motivated
- You are naturally curious and love to learn. The more technical the better!
- You have been a member of a globally distributed team supporting a SaaS product or similar experience in a customer-facing role
- You have ideally used help desk systems (Intercom, Zendesk, Freshdesk, Help Scout, etc.) as your primary tool in previous roles
- You are no stranger to helping multiple customers at once in a high-velocity service environment
- You have a technical understanding of how Email, Single Sign-On, and SFTP work (not necessary but comes in handy!)
- You have familiarity with using AI in the workplace as part of your daily tools to improve your productivity
What the job involves
- Culture Amp is looking for a Product Support Specialist to join our team for coverage of the GMT/British time zone
- As part of one global team, our Product Support Specialists play a critical role in supporting all customers in their use of Culture Amp and deliver a personalised, Culture First experience to those users in their time of need.
- In this role, you will apply your experience in customer support/service, technical know-how, and curiosity to guide customers on the use of the Culture Amp platform and step in to investigate instances of unexpected behaviour
- Serve as the first point of contact for our customers around the world that reach out to us via our support channels (email, chat, video conference) in English
- Answer all questions related to the Culture Amp platform and escalate when necessary - we receive around 4,000 emails and 4,000 chats per month - you’ll be busy!
- 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 by other team members at Culture Amp
- Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers’ challenges
- Partner with the Customer Organization across multiple time zones (we are a globally distributed team) to continuously improve our customer experience as our customer base grows
Our take
The so-called ‘Great Resignation’ has highlighted what top companies have understood for years - that perhaps even more important than technology or branding, a company’s most valuable asset is its people. Culture Amp is an HR tech startup helping companies protect and enhance that value.
From its start as a survey platform, Culture Amp has grown to encompass analytics for managers, like turnover prediction and team goal tracking. It also has a sizable online community where users can connect and book workshops, including ones run by diversity, equity and inclusion experts.
The main way Culture Amp differentiates is its team of “People Scientists,” or organizational and behavioral psychologists who design surveys, work in its product team as analysts and serve as consultants for clients. Combining this with proprietary data derived from its wide pool of clients, the company can offer an exceptional service.
Culture Amp’s unrivaled data set and unique insights have made major impacts inside boardrooms globally. As the nature of the workplace is fundamentally changing post-pandemic, Culture Amp will hope that it can leverage its reputation to help even more customers navigate uncertain times.
Freddie
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jul 2021
$100m
SERIES F
Sep 2019
$78.5m
SERIES E
Total funding: $275.8m
Company benefits
- MacBooks for you to do your best work
- Share Options - it’s important to us that everyone is an owner and can share in our success
- Medical insurance - for you and your family so you can feel safe in these uncertain times
- Excellent parental leave and in work support programme, - for those families to be
- Flexible working schedule - where we can, let’s make work, work for you
- Fun and inclusive digital, and (in the future) in-person events
- Work from home opportunities
Company HQ
London, UK
Leadership
Didier Elzinga
(CEO)Previously Advisor at Centor for 9 years and Non-Executive Director at Tourism Australia for 4 years.
Douglas English
(CTO)Previously Solutions Architect at National Australia Bank for 5 years and Information Specialist at EDS for 1 years.
Rod Hamilton
(Board Member)Previously Principal Consultant at Unico for 4 years and Consultant at Accenture for 4 years.
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