Product support specialist @ Watershed

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!

The role

We are looking for an organized 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 managing, resolving, and preventing problems by providing consistently high-quality customer service and product expertise to our customers. You will also serve as a customer advocate by providing critical feedback to inform product improvements and new features.

You will:

Assist customers in solving problems related to product features, platform usability, technical issues, product performance, and escalation support.
Exceed client expectations on response quality, timeliness of responses and overall customer experience
As an early member of the team you will define workflows and playbooks for how Support operates within Watershed and customer journeys - and build standardized resource materials (e.g. knowledge hub content, support email templates) for you and other team members to leverage
Educate end-users on our platform and advocate customer needs internally to improve the customer experience continuously
Be empowered to think independently and critically, going above and beyond to deliver the right solution for each customer
Help translate customer feedback into specific product requirements
Explain the technical details of carbon accounting, emissions measurement methodology and how it applies to an individual customer’s business operations.

You might be a fit if you:

Have 2-3 years in a B2B/SaaS customer service environment
Are an excellent verbal and written communicator. You can communicate complex topics to technical and non-technical audiences.
Have strong interpersonal skills, allowing you to function within a team and to build relationships with customers
Are organized, systematic, and efficient. You thrive in a high-volume environment with a proven ability to multi-task, prioritize and manage time effectively
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 under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality
Have a proactive mindset
Enjoy learning new things. You’re excited by the challenge of learning a new space.

At Watershed, we strive to design consistent, fair, and competitive compensation programs. The total cash compensation range may be inclusive of several levels at Watershed and final offer will be determined by a number of factors, including the candidate’s skills, capabilities, and location, as well as scope of the role.

The anticipated cash compensation range is in addition to a total rewards benefit package including equity, health/dental/vision insurance, 401(k), unlimited paid time off, paid parental leave, fertility, and mental health programs etc.

Salary Range

$78,300—$100,000 USD

FAQ

Where does Watershed work?

We have hub offices in San Francisco, New York and London, and some remote team members in the US and EU. Most of our jobs need to be in San Francisco / New York / London, but certain jobs are open to being remote and will be specifically noted on the jobs page and in the job description.

What’s the interview process like?

It starts the same for every candidate: getting to know the team members through 1 to 2 conversations about Watershed, your experience, and your interests. Next steps can vary by role, but usual next steps are a skill or experience screen (e.g. a coding interview for an engineer, a portfolio review for a designer, deeper experience call for other roles) which leads to a virtual or in person interview panel after that if the screens go well. We prioritize transparency and lack of surprise throughout the process.

About Watershed

The role

You will:

You might be a fit if you:

FAQ

6 month growth

1 year growth

2 year growth