Product support specialist

We are looking for an organized and highly motivated Product support specialist to be an early member of the fast-growing support team at Watershed. In this role, you will be responsible for managing, resolving, and preventing problems by providing consistently high-quality customer service and product expertise to our customers. You will also serve as a customer advocate by providing critical feedback to inform product improvements and new features. 

You will:

• Assist customers in solving problems related to product features, platform usability, technical issues, product performance, and escalation support.
• Exceed client expectations on response quality, timeliness of responses and overall customer experience
• As an early member of the team you will define workflows and playbooks for how Support operates within Watershed and customer journeys - and build standardized resource materials (e.g. knowledge hub content, support email templates) for you and other team members to leverage
• Educate end-users on our platform and advocate customer needs internally to improve the customer experience continuously
• Be empowered to think independently and critically, going above and beyond to deliver the right solution for each customer
• Help translate customer feedback into specific product requirements
• Explain the technical details of carbon accounting, emissions measurement methodology and how it applies to an individual customer’s business operations.

You might be a fit if you:

• Have 2-3 years in a B2B/SaaS customer service environment
• Are an excellent verbal and written communicator. You can communicate complex topics to technical and non-technical audiences.
• Have strong interpersonal skills, allowing you to function within a team and to build relationships with customers
• Are organized, systematic, and efficient. You thrive in a high-volume environment with a proven ability to multi-task, prioritize and manage time effectively
• Are solution-driven and won't rest until you get to the root of an issue.
• Have sound judgment and a “bias for action”
• Have experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality
• Have a proactive mindset 
• Enjoy learning new things. You’re excited by the challenge of learning a new space.