Product Support Specialist, Swoogo
Event management software
Open for applications
Event management software
101-200 employees
Open for applications
101-200 employees
Company mission
To empower anyone to bring people together.
Role
Who you are
- You love geeking out over solving complex problems with a team of fellow nerds at your back
- You get your kicks from making customers swoon over elegant solutions to their toughest questions
- You live for the thrill of landing smack in the middle of a challenging technical problem and going full-Sherlock Holmes when things get complicated
- You're restless and itchy for a puzzle when everything’s going according to plan
- You are proactive, love figuring out the specifics of customer issues like a nerdier Nancy Drew, are detail-oriented, and are able to quickly shift your context and focus from one problem to the next
- You're looking for personal and professional growth in the customer support space and are excited about the opportunity to manage support for key accounts
- Lastly, you are a team player with an individualistic streak and consider yourself the Bob Ross of Technical Support (no mistakes, just happy accidents!)
- 2-3 years of experience handling high volume and/or high-touch technical SaaS support, across multiple platforms
- Experience with ticketing platforms, such as Zendesk, Intercom, Salesforce, or ServiceNow
- You love working with people and go out of your way to ensure that every level of customer interaction is human and authentic
- You clearly communicate issue resolutions to customers in a friendly and approachable way
- You have strong problem-solving and analytical skills, and you love thinking critically and troubleshooting to get to the root of issues quickly
- You excel in a fast-paced, dynamic environment
Desirable
- Experience in event tech or the events industry is a plus
- Exposure to working with mobile apps, front-end web development, video streaming & production, Knowledge-Centered Support, CRM integrations, or API development
What the job involves
- As a Product Support Specialist, you will be on the front line working with our most important customers to answer questions about the product’s capabilities, advise on best practices for advanced configuration questions, troubleshoot technical issues related to the product’s operations, and ensure that they receive an exceptional service experience along the way
- You'll work to grow your understanding of the Swoogo platform and its capabilities before directly partnering with our customers to help resolve their event challenges
- Provide software product support to customers and internal teams via email, live chat, and video call/screenshare
- Continually look for ways to surprise our customers with unexpectedly delightful experiences
- Establish and sustain authentic connections and relationships with customers and colleagues
- Collaborate with peers and our engineering teams to identify, document, and resolve software bugs
- Leverage the flexibility of the Swoogo platform to design creative and elegant solutions for our customers' most unique use cases
- Write internal and customer-facing help articles to make ongoing contributions to the product knowledge base
- Maintain a high level of professionalism and customer service at all times while still embracing your authentic self
- Kindly note, this position will operate in the following working hours: 8 AM - 5 PM Pacific Standard Time
Our take
Planning corporate events can be a headache, from managing speakers and attendees to securing venues and everything in between. Swoogo is here to change that, offering customizable event management software designed to streamline the process for businesses of all sizes.
The company takes a comprehensive approach to event planning, covering everything from attendee registration and website creation to detailed marketing analytics. The best part? It's all customizable to fit clients' unique needs. With integrations across 11 different payment gateways, as well as tools like Zoom and Google Analytics, it offers seamless coordination at every step.
Trusted by big names like DocuSign and the New York Times, Swoogo's platform is making waves in the industry. And it's been recognized as one of Inc/ Magazine's Best Workplaces for three consecutive years, making it clear the company is doing something right. Alongside this, it's backed by strong funding, positioning it for even more growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Feb 2022
$20m
SERIES B
Total funding: $20m
Company benefits
- Fully Remote Company: Every member of the Swoogo team workdf from home. We've been fully distributed since 2015
- Open PTO: That we really want you to use! Well-rested teammates make awesome teammates; take the time you need
- PTO Travel Reimbursement: No seriously, we mean it. Employees get $1000/year towards vacation expenses; think flights, hotels, and restaurants
- Bi-Annual Offsites: We get together as a team twice a year. We've been to Newport, Lisbon, Cancun, Miami... where should we go next?
- 401k with Company Contribution: Swoogo offers a 401k plan through Betterment with a company contribution of 3%- no personal contribution required
- Remote Work Reimbursement: Whether you need an iPad or 10 ne offic e plants, employees get $1000/year to spend on home office equipment
- No Internal Meetings Wednesday: Everyone needs time to get things done/ No Internal Meetings Wednesdays help you focus on heads-down tasks, connecting with customers, and building partnerships
- Latest Tech: Pick your poison; whether you choose a Mac or PC, you'll get the latest and greatest to help you succeed
- Donation Matching: Swoogo will match your own personal donations to any 501(c)3 charity, up to $1,000 per calendar year
- Event Stipend: The best way support events is to really get events./ Every Swoog get $1000/year to attend or host an event
- DoorDash DashPass: Grab lunch with a no-fee DoorDash delivery. Your DashPass makes every day tacos that much easier
- Comprehensive Medical, Dental, and Vision Insurance: Your health = our health. We make sure every employee has the right tools to stay well
- Parental Leave: Swoogs are eligible for up to 15 weeks paid leave for birth, foster and adoption of a child, regardless of the child's age
Company HQ
Century City, Los Angeles, CA
Leadership
Christopher Sykes
(CEO)Joined Swoogo in 2020 as CEO. Prior to that, they were the Founder and Managing Director of Eagle Rock. They also worked as an Engagement Manager at Accenture Strategy and as a Consultant at Axia Limited.
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