How you can help make a better world of work
Culture Amp is looking for a Product Support Specialist to join our Melbourne-based team for coverage of the Australian Eastern Timezone.
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 the first point of contact for our customers around the world that reach us via our support channels (email, chat, video conference)
* 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
* 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.
* 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 Organisation across multiple time zones (we are a globally distributed team) to continuously improve our customer experience as our customer base grows
You have
Soft Skills
* You enjoy interacting with people and building relationships with customers
* You are able to empathise with customers in a genuine way that lets them know you care about their issues
* You have the ability to explain technical issues in simple terms
* You know when to ask open-ended questions vs. close-ended questions to best understand an issue
* You are professionally self‐directed and self‐motivated
* You are naturally curious and love to learn. The more technical the better!
Experience
* You have been a member of a globally distributed team supporting a SaaS product or similar experience in a customer‐facing role
* You have ideally used help desk systems (Intercom, Zendesk, Freshdesk, Help Scout, etc.) as your primary tool in previous roles
* You are no stranger to helping multiple customers at once in a high‐velocity service environment.
* You have a technical understanding of how Email, Single Sign‐On, and SFTP work (not necessary but comes in handy!)
* You have familiarity with using AI in the workplace as part of your daily tools to improve your productivity.
Office expectations for this role is 1 day within our Richmond, Melbourne office. You have the flexibility to choose the day that works best for you!
Benefits
* Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success
* Programs, coaching, and budgets to help you thrive personally and professionally
* Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people
* Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay – you can spend it however you like to improve your experience and life outside work
* Team budgets dedicated to team building activities and connection
* Intentional quarterly wellbeing pauses: A quarterly company‐wide shutdown day in each region to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time
* Extended year‐end breaks: An extended refresh period at the end of year
* Excellent parental leave and in‐work support program available from day 1 of joining Culture Amp
* 5 Social Impact Days a year to make a positive impact on the community outside of work
* MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
* Medical insurance coverage for you and your family (Available for US & UK only)
Diversity & Inclusion
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 take to support our customers in making a better world of work.
The Reasonable Accommodations team will respond promptly to your email. Culture Amp will retain your CV & personal information for a period of two years (four years for the US) from the date of your application process completion. For further information please see our privacy policy or contact privacy@cultureamp.com.
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