Product Support Specialist

Product Support Specialist

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 venture capital 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.

As a Product Support Specialist at Culture Amp, you'll play a vital role in our global team, ensuring customers have a seamless and personalized experience with our platform. You'll combine your expertise in customer support, technical knowledge, and curiosity to guide users through our product, troubleshoot unexpected challenges, and provide solutions that align with our culture-first approach. Your ability to investigate issues and offer thoughtful guidance will be key in empowering our customers to get the most out of Culture Amp.

What You'll Do:

• Serve as the first point of contact for our global customers 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
• 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
• Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers' challenges

What You'll Bring:

Culture Amp is seeking a self-motivated, dynamic and resourceful individual to join our amazing team as a Product Support Specialist. We are looking for a quick learner who thrives in a fast-paced environment, seamlessly adapts to new processes, and is eager to continue a career within Product Support. If you're motivated by challenge, passionate about assisting customers, and want to make an impact in the world of work, we'd love to hear from you!

What You'll Need:

• 3+ years of experience in high-velocity technical support for a SaaS product
• Experience using help desk systems (Intercom, Zendesk, Freshdesk, etc.) as your primary tool in previous roles
• Demonstrated expertise in resourceful problem-solving, creative troubleshooting, and investigative questioning techniques

Additionally, these preferred qualifications would indicate a particularly strong candidate:

• Strong technical understanding of how email, SSO, and SFTP work
• Ability to explain technical issues in simplified terms
• Natural curiosity: always looking for opportunities to learn, grow and give/receive feedback
• Ability to maneuver through ambiguous situations with a positive attitude

The estimated base salary range for this role is $72,000 - $82,000 USD. In addition to base salary, your compensation package will include additional components such as equity and benefits. For sales roles, your package may also include sales commission.

The actual base salary will vary based on various factors, including market and individual skills, capabilities and experience, objectively assessed during the interview process. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.