Product Support Specialist

🕒 April 15

🏢🏡 London – Hybrid

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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Watershed

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2019

☁️ SaaS

🏢 Enterprise

🤝 B2B

SaaS • Enterprise • B2B

Watershed is a SaaS enterprise platform that helps companies measure, report, and reduce their carbon emissions and manage corporate sustainability and ESG programs. The company provides audit‑grade carbon accounting, regulatory ESG disclosure tools, emissions‑reduction planning, and a marketplace for carbon removal and clean energy, backed by in‑house climate science and advisory services. Watershed serves large enterprises and financial institutions, enabling faster, auditable sustainability reporting and action.

📋 Description

• Assist customers in solving problems related to product features, platform usability, technical issues, product performance, and time-sensitive inquiries. • Exceed client expectations on response quality, timeliness of responses, and overall customer experience. • Partner with our growing Support team to refine workflows and playbooks for how Support operates within Watershed and customer journeys — and contribute to standardized resource materials (e.g. knowledge base content, internal playbooks) for you and your fellow team members to leverage. • Educate customers on usage of our platform and advocate for customer needs internally — with a goal of continually improving the customer experience. • Be empowered to think independently, creatively, and critically — going above and beyond to deliver the right solution for each individual customer. • Liaise with team members across the Watershed ecosystem (Engineering, Product, Sales, Customer Success, Sustainability Services, and more) to drive positive outcomes for every customer. • Explain the technical details of carbon accounting and emissions measurement methodology — and how it applies to an individual customer’s business operations.

🎯 Requirements

• Have 1-2 years in a B2B/SaaS customer support environment. • Have a strong sense of customer empathy, always remaining laser-focused on the customer’s needs. • Have experience using support ticketing software, Notion, and Linear (or similar). • Are an excellent verbal and written communicator. You can readily explain complex topics to technical and non-technical audiences alike. • Have strong interpersonal skills, allowing you to function within a team and to build relationships with customers and other stakeholders across Watershed. • Are organized, systematic, and efficient. You thrive in a high-volume, evolving environment with a proven ability to multi-task, prioritize, and manage time autonomously. • Are solution-driven and won't rest until you uncover the root cause of an issue. • Are curious, and enjoy learning new things. You’re excited by the challenge of learning more about the sustainability space.

🏖️ Benefits

• Must be willing to work from an office 4 days per week (except for remote roles)