Product Support Specialist, Anrok
$70-90k
+ Offers Equity
3+ days a week in office
Sales tax solution for SaaS businesses
Be an early applicant
Sales tax solution for SaaS businesses
21-100 employees
Be an early applicant
$70-90k
+ Offers Equity
3+ days a week in office
21-100 employees
Company mission
To be the compliance platform powering the digital economy.
Role
Who you are
- The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a passion for delivering exceptional customer support
- You have proven experience in a product support role, with a strong background in technical support, preferably in a software or technology industry
- Strong communication and interpersonal skills, with the ability to articulate complex concepts and processes clearly and concisely
- Strong problem-solving and analytical skills, with the ability to diagnose and troubleshoot complex technical issues
- Curiosity and drive around building and improving processes at scale
- Customer-centric mindset with a passion for delivering exceptional support and building positive relationships with customers
- Ability to work independently and manage multiple tasks in a fast-paced environment
What the job involves
- We are seeking a highly motivated and customer-focused Product Support Specialist to join our team
- In this role, you will serve as a key liaison between our customers and the engineering team, ensuring that customer issues are effectively communicated, investigated, and resolved in a timely manner
- Interact with Anrok customers daily via email and chat to resolve high volumes of inbound tickets via email and chat while meeting SLAs
- Collaborate closely with the engineering and product teams to communicate customer issues, provide detailed bug reports, and work together to troubleshoot and resolve technical problems
- Work closely with A.I. assisted tools and approaches to improve the quality and efficiency of responses to Anrok customers and improve documentation in multiple knowledge bases
- Document key findings and common themes into improved Help Center content or quick response templates to improve customer knowledge
Our take
Software is becoming an increasingly taxable enterprise, in increasingly nuanced and jurisdiction-specific ways thanks to new rulings in the late 2010s. SaaS companies need to keep track of both their physical and economic nexuses, leaving many companies scrambling to stay compliant. Anrok has developed a simple API-based solution to help companies get there.
Anrok's no-code, out-of-the-box tool helps businesses easily calculate sales tax monitoring, calculation, and remittance wherever their product is used, and easily identify new exposures. It’s a simple solution to a complex problem, and the result for Anrok has been impressive funding and strong growth in the short few years it’s been in operation.
This will in part be thanks to the company’s astute pricing model: much like SaaS businesses themselves, it’s based on demand. This makes it scaleable enough to encompass both smaller and enterprise SaaS clients. This, in turn, means Anrok’s addressable market within the SaaS sector is substantial. And that’s a sector that in itself is continuing to see remarkable growth. All this makes it a promising, and as of yet fairly unchallenged, position that Anrok is carving out.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (1 round)
Aug 2022
$2m
SEED
Total funding: $2m
Company benefits
- Company-wide holidays and paid time off
- 100% paid medical, dental, and vision
- Generous parental leave
- Bi=annual company-wide offsite or onsites
- One Medical membership
- Learning and development stipend
Company HQ
Bernal Heights, San Francisco, CA
Leadership
Michelle Valentine
(CEO)A Stanford grad, who worked in Investment Banking at Goldman Sachs, and then on Product at Airtable. Has also worked as an Investor at Index Ventures, and independently as an Angel with M Valentine LLC.
Kannan Goundan
(CTO)Has extensive experience as a Programmer at ViaSat, Fortify Software, Dropbox, and Airtable.
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