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Product Support Specialist

3 months ago

Sydney, Australia Dovetail Full time

Dovetail is the world’s leading customer insights hub, helping thousands of teams build better products. From user feedback and customer interviews to support tickets and sales calls, Dovetail helps you uncover insights fast—no matter the method. Driven by ambition and innovation, the Dovetail team is customer-obsessed and on a mission to help the world improve the quality of every thing. Join the ranks of Atlassian, The New York Times, Spotify, Universal, Porsche, Starbucks, and thousands more as they put their customer first with Dovetail and improve the quality of their thing.

Founded in 2017 by Benjamin Humphrey and Bradley Ayers, Dovetail has 100+ employees across offices in Sydney and San Francisco.

We believe that customer support should always feel like an extension of our product experience. As we set ourselves up for the next stage, we are looking for someone excited about the opportunity to ensure that our customer base continues to have an amazing experience across all our customer-facing platforms, engaging with them both directly and publicly to solve their issues and connect them with the right resources to do their best work.

As a Product Support Specialist at Dovetail, you’ll contribute to the future of our product by surfacing customer feedback to our product teams, and by working cross-functionally with finance, legal, and security teams.

Who you’ll work closely with

Pat Barlow

Product Support Lead

Jazmin Taheri

Product Support Specialist

Cam Brewster

Product Support Specialist

What you’ll do

  • Support customers in end-to-end engagement. Own all customer communications and support issues from initial contact through to resolution. You’ll triage all inbound conversations, and escalate conversations to relevant teams such as product, finance, legal, and security.

  • Partner with engineering teams. You’ll work alongside our product teams to escalate any support issues that require technical investigation. You’ll triage and gather all the relevant details about a potential issue to help them investigate efficiently.

  • Streamline systems and processes. Lead initiatives to improve all areas of the support experience. From internal knowledge sharing, to building automated workflows to help proactively support our customers.

  • Become a Dovetail expert. You’ll develop intimate knowledge of how Dovetail works, and what Dovetail is capable of, so that you can effectively help our customers.

  • Be a close partner to the team in SF. You’ll work with your counterparts and the rest of the team in SF to learn and get equipped with the knowledge and skills to efficiently support our customers with their product questions and requests.

Your background

  • Put the customer first. You love helping customers daily. With experience in customer support, you excel in concise communication. You have top-notch customer service skills and can effectively engage with both technical and non-technical users by adapting your communication approach.

  • Product love. Passion for technology and for Dovetail’s product mission.

  • Ability to switch contexts rapidly. You’ll be able to quickly react to things throughout your day and shift priorities based on the urgency needed.

  • Technical troubleshooting skills. Experience troubleshooting technical issues, including SSO configuration, APIs, and integration setups. Ability to reproduce bugs within Dovetail and through integrations across various environments (different browsers, operating systems, plans).

  • Ambitious and eager to learn. You’re motivated by improving your skills and growing alongside an exciting startup as we scale our customer operations. Familiarity with SQL, APIs, and GitHub is not required, but a strong curiosity to learn in these areas is highly desirable.

Benefits

Equity for everyone

Everyone’s an owner at Dovetail—receive equity options along with a competitive base salary.

Doveclubs

Find your people. From running to go-karting, bouldering to surfing, there is a club for everyone.

Equal parental leave

We offer an inclusive framework of 20 weeks equal paid leave to support new parents.

Modern and pet friendly offices

Bring your pooch to our modern, ergonomic offices, plus enjoy organized monthly events.

Flexible work life balance

Whether you're a parent, student, or juggling a million things, we get it. While we're an office-first culture, we work together to make your schedule work for you.

Develop and grow

Take a course, attend a lunch and learn, or head to a conference We love to support you any way we can.

Extra paid days off

Enjoy ad-hoc ‘KitKat days’ to take a step back and spend it however you like.

Health is wealth

Every Dovetailer has access to Uprise (Employee Assistance Program) for themselves as well as their families.