Senior Customer Support Advisor

Location : San Francisco, CA

We are looking for an outgoing, highly energetic, customer-focused, and communicative Senior Customer Support Advisor with a passion for helping customers and a desire to work in a rapidly expanding international team. You will be on the front line of all customer queries, playing a crucial role in resolving and escalating their issues while providing valuable feedback to our product management team. You will seize the opportunities to help activate customer features and educate them. The ideal candidate will be detail-oriented, articulate and credible, able to listen effectively and provide clear advice.

As a part of the Customer Support Team , you will work closely with our Engineering, Customer Success, and Sales departments to make a direct impact on achieving our customer-centric targets.

On a typical day, you will...

• Deliver exceptional customer experience by going above and beyond to support our customers
• Support our customers across multiple channels, including video calls, emails, and chat
• Focus on customer satisfaction while providing them with timely answers and regular issue updates
• Regularly review our Help Center articles to ensure their content is up-to-date and relevant
• Conduct various administrative tasks, such as account provisioning, discount management, or editing customer account settings
• Manage escalations of issues to other departments, including ownership of investigations with Engineering
• Strategically avoid future customer issues by continuously educating them
• Communicate closely with the product team and effectively share valuable customer feedback
• Maximize customer value by assessing their platform settings and helping them customize it to fulfill their desired business outcomes
• Continuously educate yourself in the area of product management and maintain exceptional product knowledge and a strong understanding of Productboard’s product

About you

• You must have at least 1 year of experience in a technical customer support/service role, within a tech or preferably SaaS company
• Exceptional written and verbal communication skills
• A natural problem solver
• Highly motivated and team-oriented
• Organized with exceptional follow-through
• Understanding and passion for product management, agile, and software development practices is a major plus
• Experience with troubleshooting REST APIs and SSO is a major plus

Experience with JIRA is a major plus!

You can look forward to the following benefits:

• Competitive compensation, stock options, company 401k
• A budget for your professional development and ongoing learning
• Flexible PTO and 9 paid sick days
• Life insurance and disability coverage
• 1 Volunteer Day per year for you to help causes close to your heart
• 8 weeks of Paternity leave and 12 weeks of Maternity leave
• Mental Wellness Program to support your well-being and self-care
• Company contribution to gym and wellness memberships
• Commuter benefits ($100 per month)
• Company contribution and access to best-in-class health benefits and your own Soulmio membership

About Productboard

Productboard is the customer-centric product management platform that helps organizations get the right products to market, faster. Over 5,500 companies, including Zoom, One Medical, Cartier, Microsoft, and Korn Ferry, use Productboard to understand what customers need, prioritize what to build next, and rally everyone around their roadmap.

With offices in San Francisco, Brno, and Prague, Productboard is backed by leading investors like Tiger Global Management, Dragoneer Investment Group, Index Ventures, Kleiner Perkins, Sequoia Capital, Bessemer Venture Partners, and Credo Ventures.

In January 2022, we closed our $125M Series D round, which put us into the Unicorn category of companies, with a valuation of $1.7B.

• Join at the golden startup age — established stability of a Unicorn with space for individual impact.
• You’ll enjoy an exciting team atmosphere, building a whole new category of software.
• You can help change the way that products are built all over the world.
• We iterate quickly, and decisions are fast. You’ll have a voice in what we do and see the impact of your work.
• We are backed by top Silicon Valley investors, giving us access to capital, networks, mentors, and new markets.
• We are recognized as one of the hottest tech startups on the market today, named by Forbes magazine and Business Insider as one of the best startup employers to bet your career on.

About our culture

Imagine working in a place where everything matters — most importantly, you. At Productboard, values aren’t just something we like to talk about, they’re something we live and breathe. We believe in creating a work environment where:

• People feel empowered, supported, and included
• Trust and transparency are built into the way we work
• Creativity, curiosity, and continuous improvement are encouraged and nurtured every day

Join colleagues who are passionate about what they do. Team members who are invested in their work environment, and the future of Productboard. Help shape our company, culture, and product!

Equal Opportunity Employer Statement

We are an equal opportunity employer and champion equity. We aim to help people from all backgrounds, cultures, and groups realize their full potential at Productboard. We do not tolerate any discrimination or harassment based on gender identity, race, color, religion, age, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status, or any other bias covered by appropriate law. All aspects of employment, including hiring, training, promotion, and terminations, are based on merit, competence, performance, and business needs. We are committed to an inclusive hiring process and provide all candidates with equal opportunity to demonstrate their abilities. Togetherness is one of our core values, and our Diversity Council helps to ensure that we uphold the values of authenticity, humanity, and diversity to create an environment where every person matters. We are committed to leading by example to drive societal change.