Product Success Associate

About us

At Jigsaw, we’re on a mission to transform the way professional services and financial institutions work. We do this by helping our clients organise, visualise and use their data (think Figma or Canvas but for the ‘City’). Our clients include the world’s biggest consultancies, leading financial institutions and top law firms.  

Jigsaw was founded by two seasoned entrepreneurs, Stephen and Travis. This is their second venture together; their first was acquired by a US private equity firm and went on to become a billion-dollar company and a household name in professional service firms across the world. Jigsaw is now on a growth trajectory few Series A companies achieve - putting us in the top quartile SaaS companies globally. Today we proudly serve thousands of users from nearly two  hundred businesses worldwide, who love our products and use them everyday. 

But we’re only getting started! We have ambitious goals and we’re looking for talented people to help us achieve them. 

Why join us? 

We're not about the corporate grind; instead, we thrive on creativity, enthusiasm, and a touch of humour to make magic happen. 

We hire people with high ownership and a bias for action. Then we trust and empower them to do their best work. 

The role

We are looking for a Product Success Associate to join our London office and support our users based in the United States. This will require working hours of 1PM to 9:30PM BST. This is a hybrid role where, on our core days (Monday, Wednesday, Friday), we would expect you to initially come into the office from 1PM to 5:30PM and work from home from 5:30PM to 9:30PM. This schedule includes your evening commute time, ensuring you do not have to work additional hours beyond 9:30PM. However, after 1 or 2 months of onboarding, we would be happy to be flexible and allow working from home more often.

As a Product Success Associate, you will be an integral part of Jigsaw’s direct user support. You will handle the receipt, triage, escalation, and resolution of all support queries from users of the Jigsaw solutions. You will work closely with the Product, Customer Success, DevOps, and QA/Test teams to carry out that work.

This is not just a job. If you are motivated, enjoy working in a dynamic team environment and would like to be part of the technology revolution, we’d like you to join us on our journey.

Responsibilities

In addition to providing direct user support, you will have exposure to the following:

• Product Documentation - including creating and managing our in-app tour guides and notifications, as well as technical documentation and training videos.

• Product Management - including tracking enhancement requests, identifying trends, and relaying changes and status back to the client team.

• Product Marketing - including creating and managing our written and video marketing materials.

• Product Testing and QA - Testing Jigsaw in advance of releases

• Delivery - Helping with pre and post-sale deployments, and technical configuration of the product.

As a Product Success Associate, you will be well-positioned to move into Product Management, Customer Success, DevOps, QA, Dev, or to stay within the Product Success org.

Requirements

• Good communication skills (written and oral)

• A strong sense of client service

• Highly organised and methodical

• An interest in software and technology

Favourable Experience (but not necessary)

• Helpdesk

• Project management

• Professional Services exposure, including:

  • Legal

  • Accounting

  • Consulting

  • Financial Services

• Law firm and enterprise technology:

  • iManage - DMS and Risk Management

  • Litera – Document Lifecycle and Transaction Management

  • Intapp - Risk Management

  • Thompson Reuters/ HighQ – Client Collaboration

• Customer Success, or other customer facing / service roles in any field