Product Support Specialist

Summary

Join Watershed's growing support team in London as a Product Support Specialist! As an early member of the team, you'll provide high-quality customer support and product education, resolving customer issues and advocating for their needs. You will collaborate with various teams to improve the customer experience and contribute to internal resources. This role requires strong communication, problem-solving, and organizational skills, along with experience in a B2B/SaaS customer support environment. The ideal candidate is solution-oriented, curious, and passionate about sustainability. Watershed offers a collaborative and mission-driven work environment.

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 get to the root of an issue

Responsibilities

• 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, support email templates) 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, Climate 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

Preferred Qualifications

Are curious, and enjoy learning new things. You’re excited by the challenge of learning more about the sustainability space