Product Support Specialist

11 hours ago

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Watershed

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Watershed helps companies get to net zero carbon, fast. It'll take all of us to bend the carbon curve — come join us!

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Description

• 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.

Requirements

• Have 2-3 years 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.