Customer Support Specialist

1 month ago

Vancouver, Canada Produce8 Full time

At** Produce8,** we think that how we work needs a re-think, and we're stepping in to enable this shift by building a new category of software to help teams collaborate, communicate and work more effectively in a healthier work environment.

A venture-backed startup launched out of Top Down Ventures, Produce8 is a digital work analytics platform that helps distributed, and digital-first teams understand how they interact with their technology and each other so that they can limit unnecessary distractions and create space to thrive.

If you're looking to continue building your career in SaaS, this is an opportunity to join a team dedicated to building a company and a culture you'll want to stay with for years.

The Opportunity

We see every customer touchpoint as an opportunity to add to the value that they get from Produce8, as well as an opportunity to inform how we can do things better.

As a **Customer Support Specialist**, you will work closely with the Manager, Customer Success and be responsible for supporting and educating our customers via live and self-serve channels so that they can realize effortless value from our product at every stage in their customer journey. But this isn’t a typical support role - you’ll be tasked not only with supporting our customers directly, but also documenting everything as you go and helping to manage and promote the self-serve resources on our Help Center.

Core Responsibilities
- **Self-serve (proactive) Support**:Support and educate our customers by documenting and publishing answers to their questions on our Help Center.
- **Technical Support**: Systematically investigate, troubleshoot, reproduce, and document customer issues.
- **Knowledge Management**: Regularly contribute to our customer-facing help center resources and product guides (including KB articles, community, video tutorials, webinars, etc.)

Additional Responsibilities
- Develop deep product expertise in Produce8 and the problem we are trying to solve for our customers.
- Gather and document customer feedback & feature requests to help inform how we can improve our product and service offerings.
- Systematically work through and document customer issues (bugs, feature requests, and UI improvements) with an eye towards root cause analysis.
- Proactively limit value erosion in every customer touchpoint by practicing next issue avoidance.
- Regularly contribute to our self-serve documentation (feature guides, playbooks, how-tos, customer issues lists, etc.)
- Proactively educate customers on features, functionality, services, and products that will help them get more value from Produce8.
- Actively prioritize revenue retention and expansion within our current customer base.
- Participate in and lead various projects across our company based on organizational needs and your skills & interests.

**Qualifications**:

- A track record of success doing Customer Support or Technical Support, and Knowledge Management or Customer Education in a B2B SaaS company.
- Demonstrated history of working across departmental lines, thinking outside the box, and being willing to tackle new problems (because joining a startup means not limiting what you do to what’s in this JD)
- Able to act with diplomacy, tact, and poise under pressure when working through tricky customer issueSociable self-starter - dependable and able to manage multiple priorities and responsibilities seamlessly
- Are creative, collaborative, optimistic, communicative, intellectually curious, and clever.
- Ability to learn fast and articulate technical concepts flawlessly; as a perpetual learner and teacher
- Exceptional communication skills with a positive and upbeat personality (you must be fluent and highly proficient in English)
- You enjoy solving significant challenges with a small, tight-knit team
- You're comfortable sharing your knowledge and skills with customers and teammates, as well as asking for help when you need it

**Serious bonus points if you have**:

- Familiarity with Hubspot CRM and ServiceHub
- Understanding of self-service, knowledge management (KCS), and customer education methodology and best practices.
- Experience in Sales and/or with upselling/cross-selling in a CS role

About Us (Culture and Team)
- Autonomy within the team takes ownership of features and components
- Frequent knowledge sharing and pair programming are encouraged
- Work from home with an emphasis on focus time and flow
- Results-oriented leadership (it's what we produce that matters most)
- High trust and transparency between all team members
- Learning and Development. We're never standing. Still, learning is constant, and time is spent learning and adopting new ideas for our product
- Fun. You should like where you work and the people you work with.
- Happy hour Fridays (on Zoom)
- A culture of openness, respect and inclusivity

Compensation and Perks
- Competitive Salary
- Continued education allowance
- Regular happy hours/games hour
- Extended

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