Product Support Analyst I

What is the role?

As a Product Support Specialist at Teachable, you play a crucial role in empowering our users to excel on our platform. You will troubleshoot complex technical issues, contribute to our operational success, and participate in experiments to elevate the value Product Support provides to customers and the business. You are the bridge between our innovative product offerings and the needs of our creators. Your dedication to understanding our products and your commitment to exceptional customer support will contribute to the growth and success of our creators’ businesses.

• Engage with customers through various channels including chat, email, and virtual meetings to provide timely and effective solutions.
• Collaborate closely with cross-functional teams to efficiently troubleshoot and resolve customer issues, delivering seamless support experiences.
• Actively participate in team meetings, company-wide discussions, and one-on-one sessions to stay informed and contribute to the team's success.
• Consistently meet or exceed both individual and team Key Performance Indicators (KPIs) to ensure high-quality support.
• Take the initiative to update Help Center articles, train our AI agent, and enhance other support resources to improve the overall customer experience.
• Support colleagues by promptly addressing questions and sharing insights in designated team communication channels.
• Contribute to product launches by sharing valuable customer insights and feedback, ensuring continuous improvement of our offerings.
• Additional tasks as approved by leadership.

• Demonstrate expert product knowledge and provide creative solutions that align with customer needs to enhance their understanding and experience.
• Communicate with enthusiasm and empathy, crafting responses that drive positive outcomes and resonate with the customer's tone.
• Display a curious and resourceful attitude by proactively seeking information to better assist our diverse audience.
• Lead by example by consistently delivering a high volume of quality work and sharing your knowledge with newer team members.
• Contribute to operational excellence by keeping resources up to date, offering constructive feedback to leadership, and collaborating with colleagues to enhance the customer experience.
• Take on new and unfamiliar tasks with enthusiasm and poise, collaborating with leadership and appropriate stakeholders to deliver high quality results in a timely manner.

• 2+ years of experience in product support, preferably in a Software as a Service (SaaS) environment
• Excellent written and verbal communication skills.
• Fluent or advanced English proficiency (spoken and written) required. 
• Familiarity with debugging tools, browser developer tools, and log analysis
• Strong problem-solving abilities and a proactive approach to challenges.
• Ability to work in a fast-paced, dynamic environment while maintaining a positive attitude.
• Experience with customer service platform

This is a CLT contract with full benefits, paid in $BRL.

This position will be located remotely in Brazil working with Teachable’s team based in Brazil and in the United States.