Product Support Specialist Jobs

Join us on our mission to make a better world of work.

Culture Amp is looking for a Product Support Specialist to join our New York-based team for coverage of the US Eastern or Central time zones. The role is a hybrid role open to candidates in the New York City or Chicago areas to work remotely and from our New York or Chicago offices. Remote candidates located on the East Coast USA may also be considered.

Culture Amp revolutionizes how over 25 million employees across 4,000 companies create a better world of work. As the global platform leader for employee experience, Culture Amp empowers companies of all sizes and industries to transform employee engagement, develop high-performing teams, and retain talent via cutting-edge research, powerful technology, and the largest employee dataset in the world. The most innovative companies across the globe, such as Salesforce, Unilever, KIND, SoulCycle, and BigCommerce depend on Culture Amp every day.

Culture Amp is backed by 10 years of innovation, leading capital venture funds, and offices in the U.S, U.K, and Australia. Culture Amp is recognized as one of the world’s top private cloud companies by Forbes and one of the most innovative workplace companies by Fast Company.

Learn more about how Culture Amp can help you create a better world of work at cultureamp.com.

How you can help make a better world of work

As part of one global team, our Product Support Specialists play a critical role in supporting all customers in their use of Culture Amp and deliver a personalised, Culture First experience to those users in their time of need. In this role, you will apply your experience in customer support/service, technical know-how, and curiosity to guide customers on the use of the Culture Amp platform and step in to investigate instances of unexpected behaviour.

As part of this team of amazing humans,

You will

• Serve as an internal resource for all departments and help them be successful - this might look like responding to “quick questions” in Slack or even joining a virtual meeting to serve as the product expert
• Be responsible for ensuring that customer data is handled securely - we are gatekeepers and manage internal requests for access to accounts by other team members at Culture Amp.
• Answer all questions related to the Culture Amp platform and escalate when necessary - we receive around 4,000 emails and 4,000 chats per month - you’ll be busy!
• Educate and empower our customers to be better Culture Amp users and become People Geeks
• 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 Organization across multiple time zones (we are a globally distributed team) to continuously improve our customer experience as our customer base grows
• Serve as the first point of contact for our customers around the world that reach out to us via our support channels (email, chat, video conference)

You have

Soft Skills

• You know when to ask open-ended questions vs. close-ended questions to best understand an issue
• You are naturally curious and love to learn. The more technical the better!
• You are able to empathize with customers in a genuine way that lets them know you care about their issues
• You enjoy interacting with people and building relationships with customers
• You have the ability to explain technical issues in simple terms
• You are professionally self-directed and self-motivated

Experience

• You have been a member of a globally distributed team supporting a SaaS product or similar experience in a customer-facing role
• You are no stranger to helping multiple customers at once in a high-velocity service environment.
• You have ideally used help desk systems (Intercom, Zendesk, Freshdesk, Help Scout, etc.) as your primary tool in previous roles
• You have a technical understanding of how Email, Single Sign-On, and SFTP work (not necessary but comes in handy!)

Please keep reading...

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.

Non-average workplaces attract above-average people.

We consider ourselves anything but average and strive to make a home for different types of people from around the world to do their best work and have fun doing it. So we have created 4 “not your average” values that we live by, take a read, and if this sounds like the environment for you, please apply!

We are extremely proud of the Culture we have built, but don't just take our word for it, our Glassdoor reviews speak for themselves!

We are committed to not only making a better world of work, but also a better world. So we are proud to be recognised as a certified B-Corp.

We believe that inclusive businesses are better, not just for “company results”, but for the world. We have a strong commitment to Anti-Racism and endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.

We ensure you have the tools you need to thrive both in and out of work.

• Medical insurance - for you and your family so you can feel safe in these uncertain times
• Fun and inclusive digital, and (in the future) in-person events
• Flexible working schedule - where we can, let’s make work, work for you
• Share Options - it’s important to us that everyone is an owner and can share in our success
• MacBooks for you to do your best work
• Excellent parental leave and in-work support program, - for those families to be

Most importantly. An opportunity to really make a difference in people’s lives.

Here are a few highlights from Culture Amp

• Learn how Culture Amp has impacted businesses around the world
• What does Culture First mean?
• What is a People Geek?