Product Support Specialist

Serve as the first point of contact for our customers around the world that reach out to us via our support channels (email, chat, video conference) in English

Answer all questions related to the Culture Amp platform and escalate when necessary - we receive around 4,000 emails and 4,000 chats per month - youll be busy!

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 by other team members at Culture Amp.

Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers challenges

Partner with the Customer Organization across multiple time zones (we are a globally distributed team) to continuously improve our customer experience as our customer base grows, 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 youre 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.

Fluent or C2 English language skills with experience in a professional setting (Required)

Fluent or C2 German language skills with experience in a professional setting (Nice to have)

Soft Skills:

You enjoy interacting with people and building relationships with customers

You are able to empathize with customers in a genuine way that lets them know you care about their issues

You have the ability to explain technical issues in simple terms

You know when to ask open-ended questions vs. close-ended questions to best understand an issue

You are professionally self-directed and self-motivated

You are naturally curious and love to learn. The more technical the better!

Experience:

You have been a member of a globally distributed team supporting a SaaS product or similar experience in a customer-facing role

You have ideally used help desk systems (Intercom, Zendesk, Freshdesk, Help Scout, etc.) as your primary tool in previous roles

You are no stranger to helping multiple customers at once in a high-velocity service environment.

You have a technical understanding of how Email, Single Sign-On, and SFTP work (not necessary but comes in handy!)

Join us on our mission to make a better world of work.
Culture Amp is the worlds 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 worlds top private cloud companies by Forbes and most innovative companies by Fast Company.
For more information visit cultureamp.com.Culture Amp is looking for a Product Support Specialist to join our London-based team for coverage of the GMT/British time zone. The role is a hybrid role open to candidates who are able to come to the office one day per week.
How you can help make a better world of work
As part of one global team, our Product Support Specialists play a critical role in supporting all customers in their use of Culture Amp and deliver a personalised, Culture First experience to those users in their time of need. In this role, you will apply your experience in customer support/service, technical know-how, and curiosity to guide customers on the use of the Culture Amp platform and step in to investigate instances of unexpected behaviour.
As part of this team of amazing humans, you will

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