Product support specialist

About Watershed
Watershed is a software platform for running a world-class climate program. We measure our success in the carbon reduction achievements of our customers. We are looking for team members who love product-building, want to work hard at a mission-oriented startup, and will collaborate with us in shaping the culture of a growing team.
We have offices in San Francisco, New York and London and remote team members across the US and Europe. We hope that you'll be interested in joining us!
The role
We are looking for an organized, experienced, 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 providing our customers with consistently high-quality customer support and product education. You will respond to, research, reproduce, and resolve questions and issues related to our customers' usage of the Watershed platform, while also serving as a customer advocate by providing internal 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 time-sensitive inquiries.
• Exceed client expectations on response quality, timeliness of responses, and overall customer experience.
• Partner with our growing Support team to refine workflows and playbooks for how Support operates within Watershed and customer journeys - and contribute to standardized resource materials (e.g. knowledge base content, support email templates) for you and your fellow team members to leverage.
• Educate customers on usage of our platform and advocate for customer needs internally - with a goal of continually improving the customer experience.
• Be empowered to think independently, creatively, and critically - going above and beyond to deliver the right solution for each individual customer.
• Liaise with team members across the Watershed ecosystem (Engineering, Product, Sales, Customer Success, Climate Services, and more) to drive positive outcomes for every customer.
• Explain the technical details of carbon accounting and emissions measurement methodology - and how it applies to an individual customer's business operations.

You might be a fit if you:

• Have previous experience in a B2B/SaaS customer support environment.
• Have a strong sense of customer empathy, always remaining laser-focused on the customer's needs.
• Are an excellent verbal and written communicator. You can readily explain complex topics to technical and non-technical audiences alike.
• Have strong interpersonal skills, allowing you to function within a team and to build relationships with customers and other stakeholders across Watershed.
• Are organized, systematic, and efficient. You thrive in a high-volume, evolving environment with a proven ability to multi-task, prioritize and manage time autonomously.
• 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 in a fast-paced work environment while consistently meeting standards for productivity and quality.
• Have a proactive mindset and a strong sense of ownership.
• Are curious, and enjoy learning new things. You're excited by the challenge of learning more about the sustainability space.
• Have experience using Salesforce Service Cloud, Notion, Linear, and/or other similar software.

At Watershed, we strive to design consistent, fair, and competitive compensation programs. The total cash compensation range may be inclusive of several levels at Watershed and final offer will be determined by a number of factors, including the candidate's skills, capabilities, and location, as well as scope of the role.
The anticipated cash compensation range is in addition to a total rewards benefit package including equity, health/dental/vision insurance, 401(k), unlimited paid time off, paid parental leave, fertility, and mental health programs etc.
Salary Range
$67,500-$88,000 USD
FAQ
Where does Watershed work?
We have hub offices in San Francisco, New York and London, and some remote team members in the US and EU. Most of our jobs need to be in San Francisco / New York / London, but certain jobs are open to being remote and will be specifically noted on the jobs page and in the job description.
What's the interview process like?
It starts the same for every candidate: getting to know the team members through 1 to 2 conversations about Watershed, your experience, and your interests. Next steps can vary by role, but usual next steps are a skill or experience screen (e.g. a coding interview for an engineer, a portfolio review for a designer, deeper experience call for other roles) which leads to a virtual or in person interview panel after that if the screens go well. We prioritize transparency and lack of surprise throughout the process.