Product Support Specialist

at  Culture Amp

JOIN US ON OUR MISSION TO MAKE A BETTER WORLD OF WORK.

Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day.
Culture Amp is backed by leading capital venture funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company.
For more information visit cultureamp.com.
As part of one global team, our Product Support Specialists play a critical role in supporting all customers in their use of Culture Amp and deliver a personalized, Culture First experience to those users in their time of need. In this role, you will apply your experience in customer support/service, technical know-how, and curiosity to guide customers on the use of the Culture Amp platform and step in to investigate instances of unexpected behavior.
As part of this team of amazing humans,

You will

• Serve as the first point of contact for our customers around the world 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 - we receive around 4,000 emails and 4,000 chats per month - you’ll be busy!
• 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 by other team members at Culture Amp.
• Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers’ challenges
• Partner with the Customer Organization across multiple time zones (we are a globally distributed team) to continuously improve our customer experience as our customer base grows

You have

Soft Skills

• You enjoy interacting with people and building relationships with customers
• You are able to empathize with customers in a genuine way that lets them know you care about their issues
• You have the ability to explain technical issues in simple terms
• You know when to ask open-ended questions vs. close-ended questions to best understand an issue
• You are professionally self-directed and self-motivated
• You are naturally curious and love to learn. The more technical the better!

Experience

• You have been a member of a globally distributed team supporting a SaaS product or similar experience in a customer-facing role
• You have ideally used help desk systems (Intercom, Zendesk, Freshdesk, Help Scout, etc.) as your primary tool in previous roles
• You are no stranger to helping multiple customers at once in a high-velocity service environment.
• You have a technical understanding of how Email, Single Sign-On, and SFTP work (not necessary but comes in handy!)

PLEASE KEEP READING…

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don’t necessarily meet every single point on the job description, please still get in touch. We’d love to have a chat and see if you could be a great fit.

Please refer the Job description for details