Product Support Specialist, GoLinks
$45k
+ Equity
Discover and share knowledge at work
Open for applications
Discover and share knowledge at work
21-100 employees
Open for applications
$45k
+ Equity
21-100 employees
Company mission
To connect employees with the information they need to be productive and successful at any place, at any time.
Role
Who you are
- Strong technical foundation: You are passionate about new technology, including using and manipulating AI tools such as ChatGPT, Gemini, and Copilot. You are comfortable learning and using a variety of software tools
- Quick learner and adaptable: You quickly grasp new skills and concepts, embracing failure as part of the path to success
- Excellent written communication: You write effectively, delivering concise and clear responses
- Effective time management: You prioritize tasks, provide timely responses, and follow up consistently to ensure nothing falls through the cracks
- Agile and flexible: You thrive in a fast-paced, early-stage startup environment—moving quickly, learning from failures, and making data-driven decisions
- Education: Bachelor’s degree or equivalent work experience
Desirable
- Have previous product, technical, or customer support experience
What the job involves
- As a GoLinks Product Support Specialist, you will provide email and chat support to potential customers and users
- You’ll collaborate with Product, Engineering, Marketing, and Sales teams to gain the knowledge needed to offer technical assistance and route inquiries to the appropriate subject matter experts
- Over time, you will help define processes to enhance support efficiency, timeliness, and quality
- Additionally, you will update existing help center articles as the product evolves and create new resources to empower users to troubleshoot by themselves
- You’ll also gain experience across various customer support channels and eventually take ownership of key areas
- Provide high-quality, advanced product support with exceptional customer service, technical expertise, and timely responses
- Respond to inquiries within the target First Response Time (FRT) and resolve issues within the target Time to Resolution (TTR)
- Update internal knowledge bases with insights from technical issues and customer interactions
- Collaborate with subject matter experts to resolve technical issues, communicate feature requests, and share effective workarounds
- Follow up with customers to confirm their technical issues are fully resolved
- Collect customer feedback and share insights with Product, Sales, and Marketing teams
- Maintain and update help articles to ensure content remains accurate and relevant
Our take
These days, collaboration in the workplace is key to efficient company processes, with sharing links being an important part of workflows. However, lengthy, unreadable URLs are difficult to scan-search and take up space in applications. GoLinks transforms large URLs into human-readable go links that are more easily managed in emails and chats, whilst still working directly in browsers.
Traditionally, links have been shared in the form of URLs, with titles sometimes attached to identify the destination. The quickest way to access much-used links has been to bookmark them, but staff can quickly rack up files upon files of bookmarks which become as slow to search through as the original place the links were posted. By making links much shorter, and into plain words, GoLinks makes it possible for staff to simply recall them, granting quick access without skimming documents or bookmarks. GoLinks is not the only link-shortening product available, with an array of alternatives – some of which can be easier to employ – but the company stands out as delivering a quicker return on investment and being overall more affordable.
GoLinks has been repeatedly recognized in G2 Reports as a leading software in its category. Funds raised by the company have been cited to go towards investing in the product, distribution, and hiring.
Steph
Company Specialist at Welcome to the Jungle
Insights
37% employee growth in 12 months
Company
Funding (2 rounds)
Feb 2022
$27m
SERIES A
Mar 2019
$0.2m
SEED
Total funding: $27.2m
Company benefits
- Top-tier healthcare and FSA: Best-in-class medical, dental, and vision plans for you and your loved ones.
- 4-Day workweek: Four-day workweeks to support your physical and mental health and well-being.
- Life, AD&D, STD and LTD: Additional employer-paid benefits and supplementary options for your peace of mind.
- EAP and wellness stipend: Employee Assistance Programs and monthly stipend for your physical and mental health.
- 401K retirement plan: Tax-advantaged savings plan for your future.
- Remote work stipend: New hire and monthly home office stipend to help you cultivate a better work environment.
- Company-paid holidays: 18 paid company holidays a year to celebrate you and the important occasions in your life.
- Unlimited PTO: Unplug, reset, and recharge for your health and leisure... it’s important, so we encourage it.
- Company offsites: All-expenses paid company offsites and adventures for all team members to connect.
- Free lunches: Regular free lunch on us during company-wide meetings and virtual events.
- Flexible schedule: We trust and support our employees to do their best work by giving them the freedom to manage their own work and personal time.
- Work anywhere: Work from a coffee shop, beach, mountain, or anywhere in between.
Company HQ
Blackford, San Jose, CA
Leadership
Jorge Zamora
(Founder)Previously Engineering Manager at Yahoo. Founding Team Member of hell0world.org. Founder and former CTO of VidSocially and of Amigoster.
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