Product Support Specialist
About Us
Refersion is a high-growth technology company helping brands and merchants in every industry transform the way they manage marketing partners; from affiliates and bloggers to influencers and brand ambassadors. Having processed $9.93B in orders in 2019, our performance marketing SaaS platform has a large and growing client base ranging from enterprise retailers to small and emerging businesses.
Founded in 2015, Refersion is headquartered in New York City, with a satellite office in Miami. While initially bootstrapped and profitable within two years, Refersion was acquired by Assembly in 2020 (backed by Providence Strategic Growth) and is making a significant investment in growing our collaborative, nimble, and curious team as well as our core technology.
We are a fully distributed workforce. We have collaboration and hot desk spaces in NY and Miami and are fully remote. All candidates are welcome to apply with the ability to work within the U.S.
Who We're Looking For
As a member of the Product Support team you will be responsible for guiding our customers through their onboarding, training and support journey. You will play a critical role in helping deliver a world-class product support experience and help to expand and deepen our customer relationships.
This is an exciting opportunity to join our Product Support team to help ensure that we provide an outstanding customer experience every step of the customer journey. The ideal candidate is an expert in providing support through diverse channels to customers at various technical levels, and can execute in a reactive support environment.
This person needs to be an excellent internal and external communicator, understand issue prioritization and escalation, and be deeply familiar with the systems, processes, and tools fundamental to SaaS customer success functions.
Responsibilities
- Addressing client inquiries over email and phone
- Leading screen-share demos and training sessions of our platform
- Integrating our technology into the e-commerce solutions we support
- Collaborating with our web development team to identify software bugs
- Helping to manage and optimize our existing customer service processes and
- methodologies
- Documenting solutions and work with our content manager to produce and update support articles
- Excellent internal and external communication and organizational skills
- Ability to think creatively to solve problems and craft solutions
- Minimum 5 years technical support experience in a high-volume support environment
- Proven track record of exceeding KPIs
- Familiarity and proficiency with standard customer support systems, in particular Intercom and Salesforce. Experience with Zapier integrations is a serious plus
- Basic knowledge of HTML and JavaScript (knowledge of other programming languages would also be advantageous).
- Technical knowledge of how browsers render web pages, pass, and store data (e.g., cookies, local storage, session storage, SSLs, URL parameters, etc.) is a serious plus.
- Knowledge of marketing space, especially performance, partner, affiliate, and influencer marketing
- Outstanding communication skills and ability to work across teams to prioritize tasks
- Keen understanding of metrics with a passion for data-driven insights
- Positive attitude, personable, and comfortable working in a fast-paced, collaborative environment
- Eagerness to learn and Google what you don't know
We're a small team of experts focused on working closely together. This means you will have a direct impact on any project that you work on and your success will be felt across the company and by your clients.
Some other perks include:
- Great benefits including, medical, dental, vision, and 401(k)
- Company-sponsored short term disability, parental leave, and sick leave
- Subsidized CitiBike and fitness memberships
- Autonomous work with flexible work hours
- $500 workspace reimbursement at hire
- Collaboration space conveniently located in midtown Manhattan and downtown Miami
- Virtual and in-person social and company events that foster a sense of community & connection
- Plenty of opportunities while we grow and scale
Diversity, Equity, Inclusion and Belonging at Refersion:
Refersion values diverse perspectives and experiences. We are committed to hiring a diverse community and fostering a culture where everyone is heard and belongs. We appreciate all aspects of diversity: gender identity, sexual orientation, ability, ethnic origin, social background, age, lifestyle, and more. If anything in this post resonates with you, we want to hear from you.