Product Support Specialist, Culture Amp

• 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
• 3+ 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
• 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!
• Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements
• We strongly encourage you to apply if you’re interested: we'd love to know how you can amplify our team with your unique experience!

Desirable

• 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
• 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