Product Support Specialist

We're looking for an enthusiastic Product Support Specialist to advocate for our customers. You should be excited to help shape Tremendous' voice, to define our support function, and to contribute to improving our platform. As a member of our team, you should be able to identify the root cause of a problem and find the fun in thinking of creative solutions. The right person won't simply field inquiries, but will also identify the deeper needs of our users. Empathy, composure, and an ownership mentality are critical to your success at Tremendous.

Responsibilities

Be the first point of contact for customer questions through email and phone; Become a product expert and function as a first-level problem solver; Escalate issues to the appropriate team while maintaining communication with the affected user; Understand and gather customer feedback trends to help our product team prioritize future projects; Update and contribute to our internal knowledge banks and external help articles; Collaborate with your team to build strong relationships, establish ownership of responsibilities, and improve the efficiency of our processes; Be friendly, compassionate, and solution-oriented with both our users and the Tremendous team

Requirements

A bachelor's degree; 1-2 years experience in a customer-facing role; Effective communication skills, particularly the ability to write clearly and concisely; Composure, patience, and empathy for interacting with users; The ability to multitask, prioritize responsibilities, and stay organized; A proactive, get-things-done attitude; The ability to learn and adapt quickly; A sense of humor; A curiosity for the Tremendous platform/product

Benefits

Equity; 100% covered health (US); unlimited PTO; 12-16 weeks paid parental leave; fully remote; work from anywhere in the Americas