Product Support Specialist

October 26, 2023

Apply Now

Get a free AI resume review

Mutiny

WebsiteLinkedInAll Job Openings

Turn your website into your #1 revenue channel

SaaS • Marketing • Web Personalization • Account Based Marketing

51 - 200

💰 $50M Series B on 2022-04

Description

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.

Requirements

• 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. • 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.

Benefits

• Backed by Sequoia Capital, Y Combinator and CMOs from some of today's fastest-growing tech companies including AngelList, Carta, Gong, Hopin, Salesforce, and Snowflake. • Opportunity to work with and support some of the fastest-growing companies in B2B SaaS. • Exposure to real business problems in growth that can be utilized for starting a new company or scaling another. • Fun and enjoyable work environment. • Fully distributed team across North America and the EU with quarterly offsites in various locations. • Competitive compensation package including base salary, equity, and comprehensive benefits.