Product Support Specialist in Respect.Studio

Who are we looking for?

• 2+ years experience in customer success, customer support, product support, account management, consulting, or related fields;
• English verbal and written B2-C1 is a must (our core market is the USA);
• Experience working for a SaaS/product company;
• Strong analytical and problem-solving skills;
• You are comfortable in a startup environment where processes may change, and new ideas are encouraged;
• A proactive approach to anticipate customer needs and identify opportunities to add value.
• Experience with session recording tools (Hotjar, Smartlook, Fullstory, etc);
• Experience working with CRMs, email outreach platforms, and analytics tools;
• Experience with creating educational content in the format of educational center materials, blog articles, internal guides, etc.;
• Sales aptitude or sales experience.

Responsibilities:

• Act as an initial and escalation point of contact for clients, handling support cases via ticket and email submission;
• Collecting, understanding, and analyzing user feedback;
• Help with onboarding new customers;
• Suggestive selling; recommend features, functions, and solutions that would benefit the customer when appropriate and coordinate with sales or account services to activate them;
• Manage the product knowledge base;
• Communicate any trends in customer communication or behavior to other departments;
• Analyzing users’ session recordings to identify the unintuitive UX flows and suggest changes; 
• Deliver product updates to customers.

Working with us you get:

• Modern and comfortable office in the city tech area.
• A friendly yet professional team, full of interesting personalities whom it will be a pleasure to spend time with.
• Ability to work remotely and with flexible schedules.
• There is an opportunity to grow quickly as a professional in various areas. Our projects are far from standard, so you will have a huge space to showcase your creativity.
• Competitive salary with a rich bonus system for your proactivity.
• Support and promotion of training (at the expense of the company).