Customer Support Specialist - B2C

Similarweb is the leading digital intelligence platform used by over 3500 global customers. Our wide range of solutions power the digital strategies of companies like Google, eBay, and Adidas.
We help our customers succeed in today’s digital world by giving them access to data-driven insights, competitive benchmarks, strategic analysis, and more. 
In 2021, we went public on the New York Stock Exchange, and we haven’t stopped growing since!  

We’re looking for a B2C Customer Support Specialist who will act as the first line point of contact for our users, and will play a critical role in building trust in our apps, services, and product!
This role will report to the Senior Director of Product, B2C. 

Why is this role so important at Similarweb?
At Similarweb, we focus on building long lasting relationships with our users and clients. In order to accomplish that, we are looking for the right Product Support Specialist that will address user’s questions, queries and support requests.

So, what will you be doing all day?
Your role as part of the B2C team means your daily responsibilities may include:

• Providing our users with a high-quality, personalized support primarily by email and through a support system (Zendesk or otherwise).
• Working efficiently with the goal of achieving high satisfaction rating and quick reply and resolution times.
• Becoming an expert user of our B2C product.
• Investigating user issues to identify bugs and escalate these incidents to the L2 team.
• Reviewing ratings in Google Playstore and Apple App Stores, escalating issues to the L2 team, responding to users' reviews with a positive attitude.
• Identifying and flagging areas for product improvement which would improve the use of the product for our users.
• Planning and executing user interviews as well as user voice monitoring across all social media platforms 
• Tracking and updating support systems for reporting and analysis.

This is the perfect job for someone who:

1. Has a positive user-centric attitude
2. Has an exceptional verbal and written communication skills in English
3. Is internet & tech savvy
4. Has critical thinking and problem solving skills
5. Is creative, and brings new ideas to the table
6. Is highly service-oriented with customer-facing skills
7. Has ability to multitask and prioritize

*All Similarweb offices work in a hybrid model, so you can enjoy the flexibility of working from home with the benefits of building face to face connections with fellow Similarwebbers.*

Why you’ll love being a Similarwebber:

You’ll actually love the product you work with: Our customers aren’t our only raving fans. When we asked our employees why they chose to come work at Similarweb, 99% of them said “the product.” Imagine how exciting your job is when you get to work with the most powerful digital intelligence platform in the world.

You’ll find a home for your big ideas:  We encourage an open dialogue and empower employees to bring their ideas to the table. You’ll find the resources you need to take initiative and create meaningful change within the organization. 

We offer competitive perks & benefits: We take your well-being seriously, and offer competitive compensation packages to all employees. We also put a strong emphasis on community, with regular team outings and happy hours.

You can grow your career in any direction you choose: Interested in becoming a VP or want to transition into a different department? Whether it’s Career Week, personalized coaching, or our ongoing learning solutions, you’ll find all the tools and opportunities you need to develop your career right here.

Diversity isn’t just a buzzword: People want to work in a place where they can be themselves. We strive to create a workplace that is reflective of the communities we serve, where everyone is empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity and experience. We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day.