Product Support Specialist
Join us on our mission to make a better world of work.
Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day.
Culture Amp is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company.
For more information visit cultureamp.com.
Please note, candidates should be able to work from our San Francisco office up to 1-2 days a week.
About the role:
As a Product Support Specialist at Culture Amp, you’ll play a vital role in our global team, ensuring customers have a seamless and personalized experience with our platform. You'll combine your expertise in customer support, technical knowledge, and curiosity to guide users through our product, troubleshoot unexpected challenges, and provide solutions that align with our culture-first approach. Your ability to investigate issues and offer thoughtful guidance will be key in empowering our customers to get the most out of Culture Amp.
What you'll do:
- Serve as the first point of contact for our global customers that reach out to us via our support channels (email, chat, video conference)
- Answer all questions related to the Culture Amp platform and escalate when necessary
- Educate and empower our customers to be better Culture Amp users and become People Geeks
- Serve as an internal resource for all departments and help them be successful - this might look like responding to “quick questions” in Slack or even joining a virtual meeting to serve as the product expert
- Be responsible for ensuring that customer data is handled securely - we are gatekeepers and manage internal requests for access to accounts
- Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers’ challenges
What you'll bring:
Culture Amp is seeking a self-motivated, dynamic and resourceful individual to join our amazing team as a Product Support Specialist. We are looking for a quick learner who thrives in a fast-paced environment, seamlessly adapts to new processes, and is eager to continue a career within Product Support. If you’re motivated by challenge, passionate about assisting customers, and want to make an impact in the world of work, we’d love to hear from you!
What you'll need:
The minimum qualifications for this role are…
- 5+ years of experience in high-velocity technical support for a SaaS product
- Experience using help desk systems (Intercom, Zendesk, Freshdesk, etc.) as your primary tool in previous roles
- Demonstrated expertise in resourceful problem-solving, creative troubleshooting, and investigative questioning techniques
Additionally, these preferred qualifications would indicate a particularly strong candidate…
- Strong technical understanding of how email, SSO, and SFTP work
- Ability to explain technical issues in simplified terms
- Natural curiosity: always looking for opportunities to learn, grow and give/receive feedback
- Ability to maneuver through ambiguous situations with a positive attitude
For this role, the estimated base salary range is listed below. In addition to base salary, your compensation package will include additional components such as equity and benefits. For sales roles, your package may also include sales commission
The actual base salary will vary based on various factors, including market and individual skills, capabilities and experience, objectively assessed during the interview process. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.
We believe in fair & equitable pay at Culture Amp, and therefore, we build pay equity into all our programs in addition to conducting annual pay equity audits.
Base Salary Range (US)
$72,000 - $82,000 USD
We believe that our employees are the heartbeat of our success. We're committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact. In addition to providing a competitive compensation package, some of the key benefits we offer are:
- Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success
- Programs, coaching, and budgets to help you thrive personally and professionally
- Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people
- Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work
- Team budgets dedicated to team building activities and connection
- Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time
- Extended year-end breaks: An extended refresh period at the end of year
- Excellent parental leave and in work support program available from day 1 of joining Culture Amp
- 5 Social Impact Days a year to make a positive impact on the community outside of work
- MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
- Medical insurance coverage for you and your family (Available for US & UK only)
Additionally, we don't just focus on our internal community; we believe in creating a better world of work for all. We're committed to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in place.
We have a strong commitment to Anti-Racism, and endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can take to support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.
Please keep reading...
Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements.
We strongly encourage you to apply if you’re interested: we'd love to know how you can amplify our team with your unique experience!
Thank you for taking the time to read this advert. If you decide to apply, as part of your application, we will ask you to complete voluntary diversity questions (excluding Germany). Please watch this video from our amazing DEI Leader, Aubrey Blanche to share more on why we collect the data and how we will use it.
If you require reasonable accommodations or adjustments due to a disability to complete the online application or to participate in the interview process, please contact accommodations@cultureamp.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
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