Product Support Specialist

2 months ago

Melbourne, Victoria, Australia Culture Amp Full time
About the Role

Culture Amp is seeking a highly skilled Product Support Specialist to join our Melbourne-based team. As a Product Support Specialist, you will play a critical role in supporting all customers in their use of Culture Amp and deliver a personalized, Culture First experience to those users in their time of need.

Key Responsibilities
  • Serve as the first point of contact for our customers around the world that reach out to us via our support channels.
  • 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.
  • Be responsible for ensuring that customer data is handled securely.
  • Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers' challenges.
  • Partner with the Customer Organisation across multiple time zones to continuously improve our customer experience as our customer base grows.
Requirements
  • Soft Skills: You enjoy interacting with people and building relationships with customers. You are able to empathize with customers in a genuine way that lets them know you care about their issues. You have the ability to explain technical issues in simple terms. You know when to ask open-ended questions vs. close-ended questions to best understand an issue. You are professionally self-directed and self-motivated. You are naturally curious and love to learn.
  • Experience: You have been a member of a globally distributed team supporting a SaaS product or similar experience in a customer-facing role. You have ideally used help desk systems as your primary tool in previous roles. You are no stranger to helping multiple customers at once in a high-velocity service environment.
What We Offer
  • Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success.
  • Programs, coaching, and budgets to help you thrive personally and professionally.
  • Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people.
  • Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work.
  • Team budgets dedicated to team building activities and connection.
  • Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time.
  • Extended year-end breaks: An extended refresh period at the end of year.
  • Excellent parental leave and in work support program available from day 1 of joining Culture Amp.
  • 5 Social Impact Days a year to make a positive impact on the community outside of work.
  • MacBooks for you to do your best & a work from home office budget to spend on setting up your home office.
  • Medical insurance coverage for you and your family (Available for US & UK only).

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