Product Support Specialist

Canvs AI is on a mission to enable empathy for the world’s leading brands by putting the power of understanding consumers’ feelings in the hands of every business. Fortune 500 companies like CVS, Disney, Church & Dwight, ABInbev and Netflix use the Canvs AI Platform daily to analyze unstructured feedback from both consumers and employees. Over the last year alone, Canvs has analyzed over 850 million pieces of open-ended text from surveys, social media and online comments on behalf of its brands, helping them achieve 20X faster insights while deepening their understanding of customers, markets and employees.

Canvs AI is looking for a motivated and savvy Product Support Specialist to join our growing Product team! As a Product Support Specialist, you will work directly with internal stakeholders and external clients to successfully implement Canvs AI and provide ongoing technical customer support to Canvs AI users. 

You will be responsible for providing friendly, helpful and professional service to assist our clients and ensure the highest level of support. It will be your job to deliver effective support and implementation for all clients by using excellent, in-depth knowledge of company products and programs as well as being able to communicate effectively with team members within Company. You will be an integral member of the product team working with others in the department and you will be expected to quickly develop in-depth knowledge of all Canvs AI products and tools which will allow you to deliver effective client service for all clients as well as be able to communicate seamlessly with team members within the product, engineering, and customer success teams.

What you’ll do:

• Respond to reports of client issues, troubleshooting & escalating to engineering team/tracking when necessary
• Facilitate communication between Product/Engineering & CSMs about live issues affecting clients, and their status/resolutions
• Act as product and use case expert, providing training / coaching support to new users as well as Sales and Customer Success team members. 
• Work with and coach junior-level support staff on product knowledge and communication with Users
• Provide support for product team, including organizing feedback and QA/testing for releases
• Manage help articles and Canvs’ knowledgebase to help easily track relatable issues and optimize support documentation and processes
• Develop and maintain a deep understanding of customer requirements to help increase customer retention and satisfaction 
• Collaborate closely with the sales and CSM team to act as a trusted advisor to customers and align on product offerings with their specific requirements and needs in mind.

Who you are:

• Curiosity/fluency with AI and incorporating it into daily workflow 
• Strong problem-solving skills. Technically savvy enough to get to the bottom of a problem 
• Experience with root cause analysis and ability to troubleshoot issues
• Ability to clearly and concisely communicate bugs to all relevant stakeholders, internally and externally
• QA Experience
• Self-starter / interested in growth opportunities within a start up; eventually lead product support function
• Experience managing B2B relationships of any variety 
• Experience with project management 
• Ability to perform all the above according to applicable security and privacy best practices while staying up to date with ever-evolving standards in the industry

Benefits we offer:

• Salary Range: $75,000 - 85,000
• Tremendous opportunity for career growth
• Strong culture and commitment to values.
• Flexibility via a fully distributed company (Work From Anywhere!).
• Generous health benefits.
• Unlimited paid vacation.
• Summer Fridays.
• Monthly (at a minimum) virtual team-building events.

The Canvs Commitment

Canvs is committed to making the world a more empathetic place, and fills its ranks with people who want to do great work, care about making a difference, and regularly exemplify the company's shared values of:

• Openness, honesty, and transparency;
• Intellectual curiosity;
• High integrity and honor; and
• Empathy and compassion.

Canvs is also committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. Applicants from populations underrepresented in tech are strongly encouraged to apply. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, familial status, sexual orientation, national origin, ability, age, or veteran status.