Product Support Specialist

Job description

Tremendous is the global platform built for businesses to send thousands of payouts to anyone, anywhere, for free. We're trusted by 20,000 organizations like Atlassian, MIT, and United Way to deliver gift cards and money to millions of recipients worldwide. Our customers (researchers, marketers, HR teams, nonprofits, and platform businesses) rave about how fast and easy Tremendous is to use. Check out our ratings on G2 https://www.g2.com/products/tremendous/reviews. Tremendous is profitable and growing without outside investors. We're a fully remote, high-documentation, low-meeting culture, which means more time for what matters in both your professional and personal life. The team agrees– our employee NPS is in the high 80s. About the role We're looking for an enthusiastic Product Support Specialist to advocate for our customers. You should be excited to help shape Tremendous' voice, to define our support function, and to contribute to improving our platform. As a member of our team, you should be able to identify the root cause of a problem and find the fun in thinking of creative solutions. The right person won't simply field inquiries, but will also identify the deeper needs of our users. Empathy, composure, and an ownership mentality are critical to your success at Tremendous. What you'll do - Be the first point of contact for customer questions through email and phone - Become a product expert and function as a first-level problem solver - Escalate issues to the appropriate team while maintaining communication with the affected user - Understand and gather customer feedback trends to help our product team prioritize future projects - Update and contribute to our internal knowledge banks and external help articles - Collaborate with your team to build strong relationships, establish ownership of responsibilities, and improve the efficiency of our processes - Be friendly, compassionate, and solution-oriented with both our users and the Tremendous team What you'll bring - A bachelor's degree - 1-2 years experience in a customer-facing role - Effective communication skills, particularly the ability to write clearly and concisely - Composure, patience, and empathy for interacting with users - The ability to multitask, prioritize responsibilities, and stay organized - A proactive, get-things-done attitude - The ability to learn and adapt quickly - A sense of humor - A curiosity for the Tremendous platform/product What's cool about the role - Competitive pay and equity. Base salary for this role: $75k to $80k. - Real benefits. 100% covered health (US), unlimited PTO, 12-16 weeks paid parental leave. - Fully remote. Work from anywhere in the Americas. - Great culture. Read more about how we work in our public handbook https://handbook.tremendous.com/.