Product Support Specialist

Summary

Join Jobber's Customer Success department as a Product Support Specialist and be a foundation to our success! You will provide award-winning customer service to hundreds of thousands of users through live chat, phone, and email. Responsibilities include troubleshooting issues, gathering customer feedback, and participating in onboarding new users. This role requires strong communication, problem-solving, and technical skills. Jobber offers a comprehensive compensation package, including extended health benefits, retirement savings plan matching, stock options, and dedicated talent development. We value a supportive and inclusive work environment.

Requirements

• Be highly skilled in interacting with people
• Be agile and adaptable to solve problems quickly
• Be empathetic to customers' journeys
• Be clear and effective in verbal communication over the phone
• Be able to craft professional and empathetic written responses via email and chat
• Be curious and ask probing questions
• Be incredibly reliable for customers and the success team
• Be resilient in the face of adversity
• Be confident with technology and touch typing
• Be available to work a non-standard shift of Tuesday to Saturday, 8:00 am to 5:00 pm MT

Responsibilities

• Respond to inquiries from new and existing customers through live chat, phone, or email
• Troubleshoot issues or problem-solve questions about features, bugs, or workflows
• Maintain high channel productivity across different communication mediums
• Act as a liaison for customer feedback to product and technical teams
• Participate in onboarding new users and companies, support current customers, host webinars, reach out for feedback, and maintain documentation
• Build a knowledge base of FAQs and document all feedback and recommendations from customers

Benefits

• Extended health benefits package with fully paid premiums
• Retirement savings plan matching
• Stock options
• Dedicated Talent Development function, including Development Coaches
• Paid time off, including vacation, rest and recharge days, birthday off, and health days
• Parental leave top-ups