Product Support Specialist

$30,000 - $37,500 yearly
  • Sendlane
  • Sep 22, 2020
Full time Design and User Experience

Job Description

Hello! We’ll start by introducing ourselves. We’re Sendlane! A SaaS startup in Scripps Ranch that’s disrupting an entire industry by influencing the way people learn about and use email marketing automation. Established in 2015, we’ve grown year over year and that’s been possible because we are constantly looking to out-do ourselves and evolve.

Our team’s dedication to making Sendlane what it is today is humbling which is why we’re looking for that next “special someone” to help take us to the next level. That’s where you come in!

Listen, we get it. Job hunting is 100% THE worst. So, we're happy to tell you the search is over! You did it! You finally found the company of your dreams. Go ahead and give your boss "the finger", flip your desk, knock over your cubicle and march your happy self on over to Sendlane HQ!

Just kidding...we have to invite you. Please don't just show up. Anyway, we’re looking for a Product Support Specialist.

This role might be one of the greatest opportunities at Sendlane so it’s cool that you’re considering it. Our goal for every employee that steps foot in this office is that they grow with us - or - because of us. That looks really different for everyone but no matter what, if there’s growth then we’re doing our jobs. And in the Product Support position, you have the opportunity to really take the reins on your career. 

Now here’s the curveball: this is an entry level position.  So, we know we sound like we’re contradicting ourselves but hear us out because it’s all about to make sense. The Product Support position gives you a front seat look at what we do, how we operate, who we serve and why we serve them. YOU are the face of our company, coaching our clients on how to use our platform which would require you to have a well-rounded view of our company as a whole. This really prepares you to make moves in a BIG way. Why? Because your core understanding of us and our platform sets you up for success in a variety of other positions we have at Sendlane and we prefer to promote within, ALWAYS.

Now that that’s established, let’s talk about expectations.

Here’s the job: As a Sendlane Product Support Specialist, you’re the one our clients run to when there’s a problem. Any problem. Could be an issue with logging in. Or maybe they can’t figure out how to set up an Audience in the platform. Perhaps there’s a bug that you need to troubleshoot. We’ve even gotten off-the-wall situations where people just want to talk to us because they’re bored and we’re really responsive. Regardless, YOU are the person they need in that moment. No pressure.

On average, you’re tending to about 50 tickets in a shift that are either chat or email. We best differentiate ourselves from our competition by offering the best and most rapid client support. This means that speed is important but more important than speed is your ability to leave each client you interact with feeling impressed; like they’ve learned something. Feeling confident to move on to the next phase of their Sendlane journey because of your help. 

Keep in mind that we only offer live chat and email support. NO phone support (we can hear your sigh of relief all the way over here). That means that you will be expected to type fast, construct sentences well, use grammar properly and, as effectively and efficiently as possible, communicate well in type form.

Like we mentioned earlier, the array of questions asked isn’t even something we can really nail down because our clients can and will come up with some pretty odd-ball stuff. What we can say is that really understanding our platform is going to get you farther, more quickly. However you learn best, take it upon yourself to truly grasp what we do and how we do it. If you can’t explain something simply,  you don’t understand it well enough (Thank you, Mr. Einstein). 

For those of you who aren't interested in reading paragraphs on paragraphs, here's the bulleted skinny on what you can expect from us and what we would expect from you:

  • You must have experience in a technical/customer support role preferably with web application

  • You’ll handle, expedite and resolve all customer inquiries (the good, the bad, the ugly)

  • You should have excellent verbal and written communication skills

  • You’re expected to follow up as necessary and prioritize tickets accordingly

  • You can comfortably and confidently use live chat while effectively conveying your message.

  • You can cultivate customer engagement by proactively seeking opportunities to educate and enable users on our software - If you can’t explain something simply, you don’t understand it well enough, am I right?

  • Troubleshoot technical issues and escalate bugs appropriately

  • Maintain high levels of customer satisfaction by providing fast and accurate responses

  • Document and manage customer interactions

  • Identify trends in customer questions/issues

  • Ability to listen to the sweet sound of multiple ping-pong games throughout the day, everyday.

This position is full time but your schedule will vary and your shifts will consistently rotate. Because of this, you will not usually have two consecutive days off. You will also be expected to have weekend availability. Here are possible shifts you'd be scheduled for:

  • 6:00 a.m. - 2:30 p.m.
  • 10:00 a.m. - 6:30 p.m.
  • 2:00 p.m. - 10:30 p.m.

Keep in mind, if you're scheduled for a weekend or evening shift, you get to work remotely! So, that’s the job! Interested? We want to hear from you!

“Well all this sounds great, but what’s in it for me?” - Great question!

We strive to ensure that our employees have the best experience possible (while still remembering that you are at your job). Here are the benefits we offer:

  • Health/Dental/Vision - 70% to 100% paid for by us

  • 401k - We match up to 4%

  • Unlimited PTO

  • Flex Fridays (work remotely!)

  • Company-provided Macbook for use throughout your employment

  • Standing desks (optional)

  • Catered lunches and monthly team building

  • Ping pong and shuffleboard 

  • Fully stocked break room (Coffee, sodas, and snacks galore!)

  • Comfy spinny computer chair with 18 adjustment points

Sound good? Press that APPLY button. We’ll be in touch!

COVID-19 ALERT: We plan to remain entirely remote until it is 100% safe to return to our office in Scripps Ranch. For as long as masks are required and stringent safety measures must be in place simply to be in the same place for long periods, we will operate remotely. We've successfully done this since March 16th, 2020 and are prepared to continue for as long as it takes. Nothing is more important than the safety of our employees and the safety of our community. 

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