Product Success Associate

About us

At Jigsaw, we’re on a mission to transform the way professional services and financial institutions work. We do this by helping our clients organise, visualise and use their data (think Figma or Canva but for the ‘City’). Our clients include the world’s biggest consultancies, leading financial institutions and top law firms.  

Jigsaw was founded by two seasoned entrepreneurs, Stephen and Travis. This is their second venture together; their first was acquired by a US private equity firm and went on to become a billion-dollar company and a household name in professional service firms across the world. Jigsaw is now on a growth trajectory few Series A companies achieve - putting us in the top quartile SaaS companies globally. Today we proudly serve thousands of users from nearly two  hundred businesses worldwide, who love our products and use them everyday. 

But we’re only getting started! We have ambitious goals and we’re looking for talented people to help us achieve them. 

Why join us? 

We're not about the corporate grind; instead, we thrive on creativity, enthusiasm, and a touch of humour to make magic happen. 

We hire people with high ownership and a bias for action. Then we trust and empower them to do their best work. 

The Role

As a Product Success Associate, you’ll be our frontline hero, solving problems for our users as a member of our New York based team. This is a fast-paced, high-impact position where you’ll spend approximately 80% of your time supporting users and 20% collaborating with internal teams. You will be helping our clients - primarily from legal, accountancy, consulting, and financial sectors to get the most value from our platform, while also providing crucial feedback that shapes the product. Over the first 12 months, you’ll evolve into a technical, autonomous operator who can tackle almost anything when it comes to resolving support queries.

Who You'll Work With

• External Customers: You'll be helping clients from legal, accountancy, consulting, and financial services, who use Jigsaw to create and visualize complex business diagrams. These customers often face challenges around data visualization, workflow efficiency, and understanding complex systems, and they rely on Jigsaw to simplify and streamline their processes.

• Internal Teams: You’ll collaborate closely with Customer Success, Sales, Technical Operations, Engineering and Product, teams. This role acts as a bridge between product development and customer needs, influencing feature development and ensuring the platform meets our clients' evolving requirements.

What You'll Be Doing

This is a fast-paced and varied role that involves:

• Handling high-volume, high-velocity customer interactions – responding to inquiries, troubleshooting issues, and solving real-world problems which address user frustrations. Ensuring their needs are met with both efficiency and empathy.

• Working on product initiatives – providing feedback on product development, identifying common customer needs, and contributing to feature launches.

• Being the glue between Product and Business Development – ensuring alignment between what customers need and how our platform evolves.

• Contributing to Jigsaw’s reputation as a world-class support team – Your support will contribute directly to customer satisfaction and retention, ensuring our clients continue to choose Jigsaw as their go-to platform. Exceptional service is one of our unique selling points, and you’ll help maintain that reputation by providing best-in-class support.

What Skills Will You Develop?

• Customer-Facing Expertise: You'll develop a deep understanding of customer needs. As a Master of empathy you’ll be guiding conversations, and instilling conversations in high pressure situations while becoming a go-to resource for our customers.

• Technical Skills: While you won’t need to code, you will gain hands-on experience with tools such as Azure, SQL, and web dev tools. This technical exposure will prepare you for future roles like Solution Engineering or other customer-facing technical positions.

• Cross-Functional Collaboration: By collaborating with Customer Success, Sales, Technical Operations, Engineering and Product, teams, you will develop an understanding of how different business units align to deliver customer outcomes and business goals.

What Will You Collaborate On?

You’ll work closely with teams across the business on:

• Product Marketing & Education: Ensuring customers understand new features, bestnot practices, and how to get the most value from the platform.

• Sales Support: Collaborating with Business Development teams to provide product insights and ensuring that sales materials accurately represent customer needs and pain points.

• Product & Bug Tracking: Providing Product and Engineering teams with valuable customer feedback to help resolve issues and prioritize improvements.

• Feature Development & Launches: Contributing to the development of new features based on customer needs and helping shape the platform’s evolution.

What We’re Looking For

Phenomenal Communicator: You’re clear, concise, and empathetic, creating exceptional experiences for our clients, whether they are external customers or internal teams.

Advanced Problem-Solver 🧩: You thrive diving into complex issues, identifying patterns, and finding root causes to resolve problems efficiently.

Technical Aptitude: You don’t need to be a coder, but you love to tinker with tech and keep up to date on new technical trends.

Organised & Methodical: You keep calm under pressure and thrive in fast-paced settings managing multiple tasks simultaneously.

Relentless Service Mindset 🤝: You love helping people, anticipating needs and delivering world-class experiences to every user, client or colleague.

Hunger for Growth: You want to build a scale-up from the inside and welcome challenges. You want to grow your skillset in new ways to

Tools & Technologies 🛠️

An interest in tech is crucial for this role! In your first 90 days, you’ll become comfortable with:

• Azure

• SQL

• Web Dev Tools

• Terminal & CMD

No prior mastery required, but a willingness to learn is essential.

Who Should Apply?

If you thrive in fast-paced environments, love solving problems, and want to work across multiple teams, this role is for you. You’ll gain exposure to both customer-facing work and technical product development, making it an ideal steppingstone for future career growth.

Favorable Experience (Not Required)

• Helpdesk or customer support

• Project management

• Azure AZ900 certificate

• Legal/Accounting/Consulting/Financial Services exposure

• Customer-facing roles of any kind

If you’re excited about the idea of becoming the go-to problem solver for a fast-growing SaaS company, then we’d love to hear from you!