Product Support Specialist

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🔥 0 minutes ago

🏄 California, Colorado, +3 more states – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🗽 New York – Remote 🌲 Oregon – Remote ☕ Washington – Remote

💵 $60k - $75k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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AllTrails

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

AllTrails is an app dedicated to outdoor enthusiasts, providing a comprehensive platform for exploring trails across countries, regions, cities, and parks. It offers features for creating and printing maps, exploring points of interest, and connecting with a community of outdoor lovers. AllTrails is committed to environmental sustainability, partnering with One Tree Planted and supporting initiatives like 1% for the Planet and Leave No Trace. The company encourages users to 'Find Your Outside' and connects a global community through its apps available in multiple languages.

📋 Description

• Engage directly with customers, understand their pain points, and ensure root causes of issues are addressed in a timely and efficient manner • Troubleshoot and resolve customer issues across iOS, Android, and web; investigate app behavior to find answers • Work with a close-knit team to identify trends and bugs and escalate priority issues requiring immediate attention • Serve as the voice of the community and champion feature requests to the Product team • Reproduce and document bugs to help Engineering triage and resolve issues • Collaborate with Product, Engineering, Marketing, Analytics, and Data Operations • Report to the Head of Customer Support • Work Tuesday through Saturday, with Sundays and Mondays off

🎯 Requirements

• Experience working in technical or software support • Ability to manage a high volume of tickets while still making every customer feel heard, utilizing exception time management and high empathy • The desire to go above and beyond to help customers achieve the best experience • Experience collaborating with Product, Engineering, and Marketing stakeholders to communicate issues • Excellent written and verbal skills; ability to explain complex, technical concepts in a simple manner • A natural, deep curiosity that drives you to learn, investigate, constantly ask why • Humility, empathy and open-mindedness - no egos • Ability to communicate in French, Spanish, Danish and/or Dutch (bonus points) • Familiarity with Zendesk, Jira, Ada (bonus points) • Experience in working with a Support AI Bot (bonus points) • Experience contributing to publicly facing support content (eg Help Center) (bonus points) • Familiarity with the mapping application ecosystem (bonus points) • Passion for the outdoors (bonus points)

🏖️ Benefits

• Competitive and equitable compensation, including ownership through equity and performance-based bonuses • Comprehensive health, dental, and vision coverage to support your physical and mental well-being • Unlimited PTO in addition to company holidays • Dedicated time once a month to test and improve our product through company-wide no-meeting days • Fully paid parental leave to birthing and non-birthing parents • 401k Match & access to financial wellness resources through Origin • Remote work stipend to help you design a comfortable and productive home office • Annual learning stipend to invest in your long-term professional growth and skills • Exclusive discounts on our subscriptions and merchandise for you and your friends & family • An authentic investment in you as a human being and a professional—we value your identity as much as your output