Product Support Specialist

Reachdesk is the only global, data-driven gifting platform that empowers companies to deliver moments that matter at scale. We help businesses create unforgettable experiences and build deeper connections with their prospects, customers, and employees by sending thoughtful, timely, and relevant gifts.

Reachdesk’s technology powers valuable engagement insights and granular reporting on ROI so that your budget is spent where it matters most. Our platform integrates with your tech stack to deliver moments that matter across the entire customer and employee lifecycle.

We've been recognised as one of the Top 5 Fastest Growing Products with stratospheric growth in sight. We're assembling a world-class global team across London, Lisbon and New York offices, with stratospheric growth and exciting product releases en route!

About the role

We’re seeking an experienced and enthusiastic Product Support Specialist to join the team covering our West Coast customers. As part of the Reachdesk Customer Success and Product team you’ll be communicating directly with users to answer support enquiries, resolve issues, manage support documentation and ensure that all customers receive an outstanding level of service.

You’ll work closely with Customer Success, Product and Engineering teams to ensure a speedy diagnosis, prioritization and resolution of all issues. We want you to be an expert in the individual features that make up the Reachdesk platform and translate this expertise into solving customer issues. You’ll also help define and shape the product goals, priorities and roadmap based on your frontline knowledge of customer needs.

What you’ll be doing

• Communicating directly with users to answer questions and address issues through emails, video conferencing, Intercom and other channels
• Troubleshooting product issues and bugs from start to finish
• Helping customers by identifying their goals, directing them to best practices and answering product questions
• Prioritizing and managing your backlog of tickets and staying on top of responsibilities
• Acting as liaison between customers and the Product / Engineering teams to resolve product issues 
• Ensuring all of our users are provided an excellent experience
• Writing and improving Reachdesk help documentation
• Assisting in developing best practices for handling support requests
• Identifying and tracking customer feedback to better advocate on behalf of our users
• Working alongside the Product team to shape product goals, feature priorities and roadmap based on your knowledge of customer challenges
• Offer alternative solutions / workarounds where appropriate with the objective of retaining customers’ business
• Continuously evaluate and identify opportunities for process improvements that positively impact customers' experience

Great if you have

• 1+ years experience in support or other service-oriented customer facing roles
• Superb communication (both written and verbal), attention to detail and organizational skills
• Experienced in writing support content and documentation
• Strong troubleshooting, root cause analysis, and problem-solving skills with SaaS solutions.
• Have experience in managing issues through the end-to-end support lifecycle from initial customer inquiry to triage and reproducing the issue, writing effective bug reports for the development team and inquiry resolution
• Experienced in jumping into complex issues, making sense of and communicating clearly to customers and internal stakeholders of varying technical skill levels what's going on
• Experience supporting customers through tools such as Intercom, Jira, ZenDesk or similar
• Passion for startups
• Love learning, are curious, know it’s ok to ask for help and be ready to help and support others

Even better if you have

• Experience with companies building and scaling enterprise software (e.g. business intelligence, marketing automation, b2b)
• Experience in a fast-paced startup environment and the ability to juggle multiple questions, requests and bug reports at once
• Technical background

Benefits & Perks

• Competitive salary- $55,000-$60,000
• The chance to build something special and work directly with experienced founders
• An opportunity to grow quickly with a company that is breaking new ground
• Full autonomy over your own team and projects
• Remote working & flexible hours
• Competitive Medical, Dental, Vision coverage
• 401(k) matching program 
• Unlimited PTO

**We believe that a diverse team will help us achieve our mission sooner and we're actively seeking applications from candidates of all backgrounds. For cash compensation, we set standard ranges for all roles based on function, level, and geographic location, benchmarked against similar size and stage companies. Final offer amounts are determined by multiple factors including candidate experience and expertise, and may vary from the amounts listed above.