We are looking for an outgoing, highly energetic, customer-focused and communicative Senior Customer Support Advisor who has a passion for helping customers and is keen to work in a rapidly expanding international team. You will be on the front line of all customer queries playing a crucial role in resolving and escalating their issues while providing valuable feedback to our product management team. You will seize the opportunities to help activate customer’s features and educate them. The ideal candidate will be detail-oriented, articulate and credible with the ability to listen effectively and provide clear advice.
As a part of the Customer Support Team, you will work closely with our Engineering, Customer Success and Sales departments to make a direct impact on achieving our customer-centric targets.
On a typical day, you will...
- Deliver exceptional customer experience by going above and beyond to support our customers
- Support our customers across multiple channels, including video calls, emails and chat
- Focus on customer satisfaction while providing them with timely answers and regular issue updates
- Regularly review our Help Center articles making sure that their content is up-to-date and relevant
- Conduct various administrative tasks, such as account provisioning, discount management or editing customer account settings
- Manage escalations of issues to other departments, including ownership of investigations with Engineering
- Strategically avoid future customer issues by continuously educating them
- Communicate closely with the product team and effectively share valuable customer feedback
- Maximize the customer value by assessing their platform settings and helping them customize it to fulfill their desired business outcomes
- Continuously educate yourself in the area of product management and maintain exceptional product knowledge and a strong understanding of Productboard’s product
About you
- You must have at least 1 year of experience in a technical customer support/service role, within a tech or preferably SaaS company
- Exceptional written and verbal communication skills
- A natural problem solver
- Highly motivated and team-oriented
- Organized with exceptional follow-through
- Understanding and passion for product management, agile and software development practices is a major plus
- Experience with troubleshooting REST APIs and SSO is a major plus
- Stock options
- MacBook + 34″ monitor
- Budget for online courses, books, and conferences
- 5 weeks of vacation + sick days
- 1 Volunteer Day per year for you to help causes close to your heart
- Carrot Fertility Benefits
- Free snacks, drinks, and yummy catered lunches
- MultiSport card to access sports facilities
- Flexible working hours and home office
- Parental benefits
- Language lessons
- Mental Wellness Program to support your well-being and self-care
About Productboard
Productboard exists to help the best product minds out there make products that matter, together. We believe we all deserve to live in a world filled with extraordinary products - products that exceed our expectations in both functionality and delight.
That is why we made our purpose-built and customer-centric product management platform that helps organizations get the right products to market, faster. More than 6,000 companies, including Microsoft, Zoom, Salesforce, and Cartier, use Productboard to understand what users need, prioritize what to build next, and rally everyone around their roadmap.
With offices in San Francisco, Prague, Vancouver, London, Dublin, and Brno, Productboard is backed by leading investors like Tiger Global Management, Dragoneer Investment Group, Index Ventures, Kleiner Perkins, Sequoia Capital, Bessemer Venture Partners, and Credo Ventures.
We are very well funded and financially stable Series D company, with a validated product market fit and a massive future market opportunity.
- Join at the golden startup age — established stability with large space for innovation and individual impact
- You’ll enjoy an exciting team atmosphere, building a whole new category of software
- You can help change the way that products are built all over the world
- We iterate quickly and decisions are fast. You’ll have a voice in what we do and see the impact of your work
- We are backed by top Silicon Valley investors, giving us access to capital, networks, mentors, and new markets
- We are recognized as a leading tech startup in our category, named by Forbes magazine and Business Insider as one of the best startup employers to bet your career on, and are regularly recognized for our company culture
About our culture
Imagine working in a place where everything matters — most importantly, you. At Productboard, values aren’t just something we like to talk about, they’re something we live and breathe. We believe in creating a work environment where:
- People feel empowered, supported, and included
- Trust and transparency are built into the way we work
- Creativity, curiosity, and continuous improvement are encouraged and nurtured every day
Forming our company values was a group effort, with every employee allowed to contribute. From profit-sharing initiatives, like stock options, to open communication, we don’t waste time on politics or ego. We champion openness by sharing our goals, success, and failures.
Join colleagues who love what they do and who are invested in their work environment and the future of the company. Help shape our company, culture, and product!
Equal Opportunity Employer Statement
We are an equal opportunity employer and champion equity. It is our aim to help people from all backgrounds, cultures, and groups realize their full potential at Productboard. We do not tolerate any discrimination or harassment based upon gender identity, race, color, religion, age, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status, or any other bias covered by appropriate law. All aspects of employment, including hiring, training, promotion, and terminations, are based on merit, competence, performance, and business needs. We are committed to an inclusive hiring process and provide all candidates with equal opportunity to demonstrate their abilities. Togetherness is one of our core values, and our Diversity Council helps to ensure that we uphold the values of authenticity, humanity, and diversity to create an environment where every person matters. We are committed to leading by example to drive societal change.
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What We Do
Productboard is a customer-centric product management platform that helps organizations get the right products to market, faster. Over 6,000 companies, including Microsoft, Zoom, 1-800-Contacts, and UiPath, use Productboard to understand what users need, prioritize what to build next, and rally everyone around their roadmap. With offices in San Francisco, Prague, and Vancouver, Productboard is backed by leading investors like Dragoneer Investment Group, Tiger Global Management, Index Ventures, Kleiner Perkins, Sequoia Capital, Bessemer Venture Partners, and Credo Ventures. Learn more at productboard.com.
Why Work With Us
We believe that truly great products are not created by individual geniuses but by a great group of people that leverages everyone’s curiosity and creativity. That is why our mission at Productboard is to **make products that matter, together**. We are a global company with a stimulating, multicultural environment.
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