Product Support Specialist, Culture Amp
$72-82k
+ Equity
1-2 days a week in office
Employee platform for staff surveying and analytics
Job no longer available
Employee platform for staff surveying and analytics
501-1000 employees
Job no longer available
$72-82k
+ Equity
1-2 days a week in office
501-1000 employees
Company mission
Culture Amp's mission is to build a better world of work by making the power of people analytics accessible to everyone.
Role
Who you are
- Culture Amp is seeking a self-motivated, dynamic and resourceful individual to join our amazing team as a Product Support Specialist
- We are looking for a quick learner who thrives in a fast-paced environment, seamlessly adapts to new processes, and is eager to continue a career within Product Support
- If you’re motivated by challenge, passionate about assisting customers, and want to make an impact in the world of work, we’d love to hear from you!
- 5+ years of experience in high-velocity technical support for a SaaS product
- Experience using help desk systems (Intercom, Zendesk, Freshdesk, etc.) as your primary tool in previous roles
- Demonstrated expertise in resourceful problem-solving, creative troubleshooting, and investigative questioning techniques
Desirable
- Strong technical understanding of how email, SSO, and SFTP work
- Ability to explain technical issues in simplified terms
- Natural curiosity: always looking for opportunities to learn, grow and give/receive feedback
- Ability to maneuver through ambiguous situations with a positive attitude
What the job involves
- As a Product Support Specialist at Culture Amp, you’ll play a vital role in our global team, ensuring customers have a seamless and personalized experience with our platform
- You'll combine your expertise in customer support, technical knowledge, and curiosity to guide users through our product, troubleshoot unexpected challenges, and provide solutions that align with our culture-first approach
- Your ability to investigate issues and offer thoughtful guidance will be key in empowering our customers to get the most out of Culture Amp
- Serve as the first point of contact for our global customers that reach out to us via our support channels (email, chat, video conference)
- Answer all questions related to the Culture Amp platform and escalate when necessary
- Educate and empower our customers to be better Culture Amp users and become People Geeks
- Serve as an internal resource for all departments and help them be successful - this might look like responding to “quick questions” in Slack or even joining a virtual meeting to serve as the product expert
- Be responsible for ensuring that customer data is handled securely - we are gatekeepers and manage internal requests for access to accounts
- Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers’ challenges
Our take
The so-called ‘Great Resignation’ has highlighted what top companies have understood for years - that perhaps even more important than technology or branding, a company’s most valuable asset is its people. Culture Amp is an HR tech startup helping companies protect and enhance that value.
From its start as a survey platform, Culture Amp has grown to encompass analytics for managers, like turnover prediction and team goal tracking. It also has a sizable online community where users can connect and book workshops, including ones run by diversity, equity and inclusion experts.
The main way Culture Amp differentiates is its team of “People Scientists,” or organizational and behavioral psychologists who design surveys, work in its product team as analysts and serve as consultants for clients. Combining this with proprietary data derived from its wide pool of clients, the company can offer an exceptional service.
Culture Amp’s unrivaled data set and unique insights have made major impacts inside boardrooms globally. As the nature of the workplace is fundamentally changing post-pandemic, Culture Amp will hope that it can leverage its reputation to help even more customers navigate uncertain times.
Freddie
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jul 2021
$100m
SERIES F
Sep 2019
$75.5m
SERIES E
Total funding: $272.8m
Company benefits
- MacBooks for you to do your best work
- Share Options - it’s important to us that everyone is an owner and can share in our success
- Medical insurance - for you and your family so you can feel safe in these uncertain times
- Excellent parental leave and in work support programme, - for those families to be
- Flexible working schedule - where we can, let’s make work, work for you
- Fun and inclusive digital, and (in the future) in-person events
- Work from home opportunities
Company HQ
London, UK
Leadership
Didier Elzinga
(CEO)Previously Advisor at Centor for 9 years and Non-Executive Director at Tourism Australia for 4 years.
Douglas English
(CTO)Previously Solutions Architect at National Australia Bank for 5 years and Information Specialist at EDS for 1 years.
Rod Hamilton
(Board Member)Previously Principal Consultant at Unico for 4 years and Consultant at Accenture for 4 years.
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