Product Success Associate, Jigsaw

• Phenomenal Communicator: You’re clear, concise, and empathetic, creating exceptional experiences for our clients, whether they are external customers or internal teams
• Advanced Problem-Solver : You thrive diving into complex issues, identifying patterns, and finding root causes to resolve problems efficiently
• Technical Aptitude: You don’t need to be a coder, but you love to tinker with tech and keep up to date on new technical trends
• Organised & Methodical: You keep calm under pressure and thrive in fast-paced settings managing multiple tasks simultaneously
• Relentless Service Mindset : You love helping people, anticipating needs and delivering world-class experiences to every user—client or colleague
• Hunger for Growth: You want to build a scale-up from the inside and welcome challenges. You want to grow your skillset in new ways to
• An interest in tech is crucial for this role!
• No prior mastery required, but a willingness to learn is essential
• You thrive in fast-paced environments, love solving problems, and want to work across multiple teams, this role is for you
• If you’re excited about the idea of becoming the go-to problem solver for a fast-growing SaaS company, then we’d love to hear from you!

Desirable

• We are looking for a Product Success Associate to work remotely from the UK and support our users based in the United States
• This will require working hours of 9am to 5:30PM (Eastern Time Zone), 3 days a week, which will include Saturday and Sunday
• As a Product Success Associate, you’ll be our frontline hero-solving problems for our users
• This is a fast-paced, high-impact position where you’ll spend approximately 80% of your time supporting users and 20% collaborating with internal teams
• You will be helping our clients (primarily from legal, accountancy, consulting, and financial sectors) get the most value from our platform, while also providing crucial feedback that shapes the product
• Over the first 12 months, you’ll evolve into a technical, autonomous operator who can tackle almost anything when it comes to resolving support queries
• External Customers: You'll be helping clients from legal, accountancy, consulting, and financial services, who use Jigsaw to create and visualize complex business diagrams
• These customers often face challenges around data visualization, workflow efficiency, and understanding complex systems, and they rely on Jigsaw to simplify and streamline their processes
• Internal Teams: You’ll collaborate closely with Customer Success, Sales, Technical Operations, Engineering and Product, teams
• This role acts as a bridge between product development and customer needs, influencing feature development and ensuring the platform meets our clients' evolving requirements
• You'll be handling high-volume, high-velocity customer interactions – responding to inquiries, troubleshooting issues, and solving real-world problems which address user frustrations
• Ensuring their needs are met with both efficiency and empathy
• Working on product initiatives – providing feedback on product development, identifying common customer needs, and contributing to feature launches
• Being the glue between Product and Business Development – ensuring alignment between what customers need and how our platform evolves
• Contributing to Jigsaw’s reputation as a world-class support team – Your support will contribute directly to customer satisfaction and retention, ensuring our clients continue to choose Jigsaw as their go-to platform
• Exceptional service is one of our unique selling points, and you’ll help maintain that reputation by providing best-in-class support
• Customer-Facing Expertise: You'll develop a deep understanding of customer needs
• As a Master of empathy you’ll be guiding conversations, and instilling conversations in high pressure situations while becoming a go-to resource for our customers
• Technical Skills: While you won’t need to code, you will gain hands-on experience with tools such as Azure, SQL, and web dev tools
• This technical exposure will prepare you for future roles like Solution Engineering or other customer-facing technical positions
• Cross-Functional Collaboration: By collaborating with Customer Success, Sales, Technical Operations, Engineering and Product, teams, you will develop an understanding of how different business units align to deliver customer outcomes and business goals
• You’ll work closely with teams across the business on:
• Product Marketing & Education: Ensuring customers understand new features, best practices, and how to get the most value from the platform
• Sales Support: Collaborating with Business Development teams to provide product insights and ensuring that sales materials accurately represent customer needs and pain points
• Product & Bug Tracking: Providing Product and Engineering teams with valuable customer feedback to help resolve issues and prioritize improvements
• Feature Development & Launches: Contributing to the development of new features based on customer needs and helping shape the platform’s evolution
• In your first 90 days, you’ll become comfortable with:
• Azure
• SQL
• Web Dev Tools
• Terminal & CMD