Product Support Specialist

Secoda makes the experience of exploring and using data as intuitive, fast, and useful as using Google Search. When hiring, we prioritize candidates who are ambitious, self-starters, and great teammates. We have a deep sense of ownership, and believe every employee should have an impact on Secoda and its mission.

Secoda is hiring a Product Support Specialist to join our small but mighty Customer team. In this role, you will be the first line of defense for all customer queries. Reporting directly to our Head of Customer, this role will be a strategic partner to our cross-functional teams.

What You’ll Do:

• Respond with urgency and deliver rapid, accurate, and thoughtful answers to Customer queries.

• Track and follow up on outstanding issues, keeping stakeholders informed of their status

• Develop and nurture customer relationships through your communications.

• Communicate trends and make recommendations to update and build internal knowledge bases .

• Proactively track requests and commonly reoccurring issues, identifying and reporting bugs and technical issues to the engineering and product team.

• Collaborate closely with the Customer team by actively participating in daily team meetings and discussions.

Who You Are:

• You have a minimum of 1 year of experience in a Technical Customer Support capacity,

• Strong and confident communicator who leads with empathy and urgency.

• You are technically minded and product focused.

• You possess natural curiosity and a fast-learning ability.

Nice to haves:

• Experience navigating the unique challenges of early-stage startups.

• Familiarity with SQL, Javascript, APIs, and GitHub is a plus. If you don't have direct experience in these areas, curiosity to learn more is desirable as well. Please note that this is not a product engineering role.

  About Secoda

  What we offer:

  • 💰 Competitive base and variable compensation plan and equity

  • 🩺 Medical, dental, and vision coverage from day 1

    • $1000 Healthcare Spending Account

    • $500 Taxable Spending Account

  • 🏝 Unlimited time off policy

  • 👪 Mat and Pat leave top-up

  • 📚 Learning & Development benefit ($1,000)

  • 🥳 Team activities and retreats to connect with your fellow teammates

  • 💛 A challenging and fulfilling opportunity to join a fast-growing start-up

  Hybrid Office Policy (Tuesdays, Thursdays + every other Friday)

  We have a beautiful office in Liberty Village and work in a Hybrid schedule with Tuesdays, Thursdays and every other Friday as our in-office days. We provide lunch for our team every other Friday.

  We believe time together in person is valuable and important. We host ample social opportunities and encourage employees to attend team off-sites and events (dinners and game nights) as well as a yearly 4-day retreat.

  Who we are:

  • Curious: We lead with a genuine interest in customers, data, and the unknown. We work hard to understand other points of view, and ask great questions to investigate what is right.

  • Tough: Resilience is key in the unpredictable startup landscape. We embrace audacious goals, understanding that occasional setbacks serve as opportunities to refine our abilities.

  • Humble: We embody humility, eschewing arrogance and complacency while fostering an inclusive atmosphere for all. We remain open to change, recognizing that many of our existing practices may require improvement.

  • Analytical: We are data driven. Our commitment to data-driven decision-making ensures that we are precise, informed, and effective in our actions. We rely on data to guide our strategies and measure our success.

  • Ambitious: We aim for excellence with ambition, not arrogance. We nurture inclusivity and remain open to improving our practices on our journey to be our best.

  How we work:

  • We Win Together: The greater good over function or self. No job is too big; no job is too small. We all may be called to serve in many different ways.

  • Customer Comes First: We are always optimizing the customer's experience, we put ourselves in the customer's shoes and always deliver nothing less than the best for our customers.

  • Bring The Sun: We believe in maintaining a positive attitude and spreading warmth and optimism. We assume good intentions and approach situations with a bright, hopeful outlook.

  • Bias For Action: We believe that moving fast is critical to success. By taking prompt and decisive action, we achieve our goals efficiently and effectively.

  • Think Big: We encourage innovative thinking and challenge the status quo. This means being open to new ideas, questioning existing processes, setting ambitious goals, and continuously seeking better ways to do things.

  • Grow Our Garden: Like a well-tended garden, our growth relies on nurturing ourselves and each other. We grow our garden by taking and giving knowledge, curiosity and continuous learning. Everyone has something to teach and something to learn. Be a mentor; be a student. Engage in the ongoing cultivation of knowledge.

  • Own It: We take pride in our work and strive for excellence. We take accountability, pay attention to details. We don't wait for problems to arise; we proactively identify and address potential issues.

  If your experience aligns with this role you're looking for an exciting opportunity to join an early-stage startup, then we want to hear from you!

  At Secoda, we believe that diversity is key to building high-performing teams, and creating an inclusive work environment is our priority. We are an equal-opportunity employer and we welcome people of diverse backgrounds, perspectives, and skills.

  We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.