Product Support Specialist, Mutiny
$95-105k
+ Equity
No-code marketing optimization platform
Job no longer available
No-code marketing optimization platform
21-100 employees
Job no longer available
$95-105k
+ Equity
21-100 employees
Company mission
To convert companies' websites into their number one revenue stream.
Role
Who you are
- 3-5 years of experience working with customers in website technical support, or in a technical web analytics role
- Minimum 1-2 years of experience in B2B marketing, optimization, personalization
- Intermediate knowledge of HTML, CSS, and JavaScript
- Experience trialing 1:many programs and tactics that can effectively scale support offerings. For example, experience building a customer support knowledge base, strongly preferred
- A strong collaborator and communicator that virtually everyone loves to work with
- Next-level project management and prioritization skills. Can stay organized and effectively prioritize the most important and urgent problems that need to be solved, while keeping the train moving on everything else
- Able to seek and receive regular feedback and coaching to help you develop competencies relevant to make you successful in the role
- Able to understand and utilize documented knowledge, as well as utilize current and emerging technologies to provide best in class support
- Is energized by ambiguity and can create structure in a dynamic, fast-paced environment. Experience working at a high growth startup (series A-D) is a must
- A kind human who wants to build an extraordinary product, culture, brand and customer experience
What the job involves
- We are expanding our Product Support Team and looking for an exceptional Product Support Specialist
- You will be responsible for keeping Mutiny’s customers happy by answering technical questions via support tickets and helping them implement more advanced experiences
- In doing so, you will deliver a helpful and consultative Support experience through creative problem-solving, thoughtful communication & tailored solution design that solves roadblocks and puts customers back on track to achieving their key business outcomes
- You will also help us scale our support offerings by leading the efforts to build a knowledge base for our customers
- Autonomously manage the customer support queue. Once you’ve onboarded, we expect you to be able to answer 95% of tickets without help
- Independently help customers implement and troubleshoot more technically advanced experiences (you will use your knowledge of CSS, HTML, and JavaScript as a superpower!)
- Manage against key performance metrics defined within the Customer Experience Team, such as maintaining a response time of <8 business hours for 100% of support tickets
- Own/run point on product escalations and manage proper communication both internally and externally. This may include independently troubleshooting with a customer over a live phone or Zoom call
- Write informative help docs answering the most common questions from customers. Ultimately, help us build out a knowledge base in order to better scale our support efforts
- Find new opportunities to implement 1:many programs and tactics that can effectively enable customer value and results in a repeatable and scalable way. Test and iterate on these Scale program ideas and track results based on common customer positive business outcomes
- Proactively communicate feedback on the product with CX, Product and Engineering teams
Our take
For many businesses, personalizing their messaging and media for multiple audiences can be very extremely difficult, meaning that most advertising spend is wasted. Mutiny solves this problem by giving marketers access to a suite of AI-powered personalization tools, allowing a company to serve thousands of different versions of its website, tailored to each individual visitor based on a user's demographics and market segment.
Mutiny is one among many companies operating in the highly competitive marketing optimization space, including several others that use AI tools such as Constructor and Intellimize. However it is unique in that it provides a self-service function whereas other AI tools offer a slower and less flexible managed service. This has allowed Mutiny to carve out a significant niche in the sector, gaining DropBox, Snowflake and Carta among its growing customer base.
Mutiny raised significant funding in a 2022 Series B round. This capital is being used to onboard talent, doubling the size of the team. It is also investing heavily in its technology to ensure that its AI remains accurate in determining customer preferences. As companies continue to invest more and more into their online marketing spend, Mutiny is in a strong position to continue its rapid growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Apr 2022
$50m
SERIES B
Sep 2021
$18.5m
SERIES A
Total funding: $68.6m
Company benefits
- You will create a name for yourself by bringing a level of design polish never before seen in this category while developing a spicy brand (in an otherwise boring space).
- You will get exposure to real business problems every company faces (growth) that you can take with you to start your own company (or to help scale another).
- You will have fun, plain and simple. There is a reason our first company value is that work should feel like play.
- You will experience a new way of working. Our team is fully distributed across the US and EU. But we come together as a company for quarterly offsites (usually in super fun places). This combination of experience-based working is a competitive advantage we plan on leaning into.
Company HQ
Mission District, San Francisco, CA
Leadership
Jaleh Rezaei
(CEO & Co-Founder)Previously worked as Director of Product Marketing at VMware, before joining Gusto's marketing team. They were an Advisor at Y Combinator and Google.
Nikhil Mathew
(CTO & Co-Founder)Previously co-founded LiveGit, and worked as Software Engineering Lead at Gusto.
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