Customer Support Specialist, AllTrails
$65-85k
+ Equity
Trail maps & guides
Job no longer available
Trail maps & guides
201-500 employees
Job no longer available
$65-85k
+ Equity
201-500 employees
Company mission
To inspire people worldwide to enjoy the outdoors.
Role
Who you are
- 2+ years of work experience in a customer support role
- The desire to go above and beyond to help customers achieve the best experience
- Experience collaborating with Product, Engineering, and Marketing stakeholders to communicate issues
- Excellent written and verbal skills; ability to explain complex concepts in a simple manner
- A natural, deep curiosity that drives you to learn, investigate, and constantly ask why
- Humility, empathy, and open-mindedness - no egos
Desirable
- Fluency in French is a plus
- Familiarity with Zendesk
- Ability to communicate in German, Danish and/or Dutch
- Familiarity with the mapping application ecosystem
- Startup experience or experience working at a company that has scaled quickly
- Passion for the outdoors
What the job involves
- Responding to and troubleshooting customer support issues and tickets across platforms (web, iOS, Android)
- Working with a close-knit team to identify trends, bugs, and escalate priority issues that need immediate attention
- Serving as the voice of our community and championing feature requests to the Product team
- Assisting the Product team with QA testing
Our take
AllTrails provides an 'outdoor platform' which uses crowdsourcing to recommend routes for hiking, biking, and running across over 100 countries. The trail maps provided are detailed and tagged to specify essential information such as experience level, length, and accessibility standards. Over 9 million individual contributors have reviewed or added trails to date.
The AllTrails platform offers free access to its online navigation features, with the option to upgrade to the paid version in order to download maps for offline use, which allows it to cater for both casual users and outdoor enthusiasts. Whilst other crowdsourced outdoor platforms do exist, like Komoot and Cairn, they have not seen the same rapid uptick in users that AllTrails has - showing that the app is doing something right.
AllTrails has received significant funding in the past, which has fuelled global expansion and hiring efforts, broadening the platform's reach. In 2023, the company partnered with Sleep Inn, a hotel brand known for its proximity to top outdoor destinations. This collaboration will allow people to scan a QR code in the lobby to access AllTrails' nearby routes, exposing the app to guests at Sleep Inn's 550 locations.
Steph
Company Specialist at Welcome to the Jungle
Insights
80% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Nov 2021
$150m
GROWTH EQUITY VC
Apr 2013
$0.3m
EARLY VC
Total funding: $152.9m
Company benefits
- Equity
- Unlimited time off + monthly trail day
- Free medical coverage
- 16-week parental leave
- Remote-first culture
- 401(k) + match
- Internet and education stipends
- 100% donation matching
Company HQ
Chinatown, San Francisco, CA
Leadership
Ron Schneidermann
(CEO)Previous Head of Growth at Yelp.
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