Product support specialist

We are looking for an organized, experienced, and highly motivated Product support specialist to be an early member of the fast-growing support team at Watershed. In this role, you will be responsible for providing our customers with consistently high-quality customer support and product education. You will respond to, research, reproduce, and resolve questions and issues related to our customers' usage of the Watershed platform, while also serving as a customer advocate by providing internal feedback to inform product improvements and new features.,

• Assist customers in solving problems related to product features, platform usability, technical issues, product performance, and time-sensitive inquiries.


• Exceed client expectations on response quality, timeliness of responses, and overall customer experience.


• Partner with our growing Support team to refine workflows and playbooks for how Support operates within Watershed and customer journeys - and contribute to standardized resource materials (e.g. knowledge base content, support email templates) for you and your fellow team members to leverage.


• Educate customers on usage of our platform and advocate for customer needs internally - with a goal of continually improving the customer experience.


• Be empowered to think independently, creatively, and critically - going above and beyond to deliver the right solution for each individual customer.


• Liaise with team members across the Watershed ecosystem (Engineering, Product, Sales, Customer Success, Climate Services, and more) to drive positive outcomes for every customer.


• Explain the technical details of carbon accounting and emissions measurement methodology - and how it applies to an individual customer's business operations.
  
  Have 2-3 years in a B2B/SaaS customer support environment.


• Have a strong sense of customer empathy, always remaining laser-focused on the customer's needs.


• Are an excellent verbal and written communicator. You can readily explain complex topics to technical and non-technical audiences alike.


• Have strong interpersonal skills, allowing you to function within a team and to build relationships with customers and other stakeholders across Watershed.


• Are organized, systematic, and efficient. You thrive in a high-volume, evolving environment with a proven ability to multi-task, prioritize and manage time autonomously.


• Are solution-driven and won't rest until you get to the root of an issue.


• Have sound judgment and a "bias for action".


• Have experience working in a fast-paced work environment while consistently meeting standards for productivity and quality.


• Have a proactive mindset and a strong sense of ownership.


• Are curious, and enjoy learning new things. You're excited by the challenge of learning more about the sustainability space.


• Have experience using Salesforce Service Cloud, Notion, Linear, and/or other similar software.
  
  About Watershed


Watershed is a software platform for running a world-class climate program. We measure our success in the carbon reduction achievements of our customers. We are looking for team members who love product-building, want to work hard at a mission-oriented startup, and will collaborate with us in shaping the culture of a growing team.

We have offices in San Francisco, New York and London and remote team members across the US and Europe. We hope that you'll be interested in joining us!