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.

You will:

• 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.

You might be a fit if you:

• Previous experience 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.