Product Support Specialist

Job description

Would you like to join a fast-growing SaaS startup that is revolutionizing an industry and saving paper at the same time? We are looking for a Product Support Specialist to join Ingrid, Lisa, Tim and Eve on the front line of SwipeGuide.
 
Every day, you'll use your problem-solving ability and outstanding communication to support a tonne of exciting customers like Heineken, ABB, Coca-Cola, and Pepsi. Your other mission is to own and improve our support processes to help our company grow. And we have big plans. Do you get energy from helping others with complex problems? Are you are the person your friends go to for advice? Then read on.
  

WHO ARE WE?

SwipeGuide is on a mission to simplify the world by making any task easier to do. You know those long, confusing 'how to' instructions (usually in "size 2" font) that typically come with a coffee machine? Annoying, right? Imagine that you work on an assembly line in a busy factory, and you need to use poor instructions to do your job well.

We realize that PDF and paper instructions are a thing of the past, so we're developing intuitive cloud software to give workers better instructions. SwipeGuide allows global companies to build and share visual step-by-step work instructions with their workforce on multiple devices. We all know that a digital future is unavoidable, and we're providing the software essential for an effective digital transformation. And it's working. We started with five people in 2016, and today, we have twenty-five full-time employees, 100,000+ platform users worldwide, and an inclusive culture that we are always improving.
  
 

    
OUR TEAM OF SWIPEES

  • We have recently become a part-remote organization, but our office is safe for a small number of people to attend each day (totally optional). For the future, it's totally up to you: hammock on the beach or face-to-face smiles?
  • We work in a bustling startup hub called B.2 in Amsterdam with 300+ other startups. You'll see the usual ping pong table, foosball, arcade machines and PS4s everywhere. But, there are also lovely places to sit in the sun, break-out areas and ambitious people as far as the eye can see.
  • You'll soon meet the road cyclist, the yoga lover, the guy with an oyster business, the ex-chef, the person to count on in an emergency, the social butterfly, the basketball player, the green hair dyer and someone who owns hundreds of sneakers.
  • We like to fail (it's how we learn), and every Thursday in our PowWow, we share our failures and learn together.
  • Our values are at the heart of everything we do; we strive to enable Swipees to develop their potential and showcase their authentic selves and engage in a culture of inclusion.
      

YOUR ROLE AS THE PRODUCT SUPPORT SPECIALIST

To achieve our ambitious goals together, we need to continue building and growing a team that strives to simplify. You will become the first dedicated person who will own this role for the full 100%. In the end, this role will develop into a team. See yourself leading a team someday? You will have the freedom to own the position and shape it according to your vision. 

  

Your daily adventures will include:
 

  • Investigating bugs in the platform, understanding how deep and where the issue is via chat support/phone/video calls - you are the first line of support for our customers;
  • Owning the feature release launching process and testing it in a testing environment before launch
  • Prioritizing and tracking resolutions whilst always managing expectations internally and externally;
  • Improving the resolution process to more efficiently feed info into the development circle, be the person who constantly says "hold on, I am not sure that makes sense";
  • Being responsible for improving the support process continuously - making it easier and better for customers to interact with us and our product;
  • Generating ideas, linking problems and driving constant improvement for the platform by catching and then thoroughly understanding issues and suggesting improvements to the product and development team;
  • Being a vital part of the Customer Success team where you will be defining the future with your feedback and ideas.
  • Owning the area of data management to get insights from platform usage to feed product improvements & education
     

Requirements

ESSENTIAL ATTRIBUTES FOR THE PRODUCT SUPPORT SPECIALIST

  • Minimum of two years of experience in product support or customer service position, preferably at a SaaS B2B Startup. If you think you could own this function with less experience, we encourage you to apply;
  • Strong passion for making customers happy by top-class communication and innovative problem-solving;
  • Tech-savvy;
  • Able to explain conceptual ideas easily;
  • Able to work independently and make decisions and manage priorities in a fast-paced startup environment;
  • Passion for improving support processes and tools
  • Interest or knowledge in data management (digging for insights/understanding platform usage etc)
  • Logical and analytical thinking - always be 4 steps ahead;
  • Strong communication skills (written and verbal) in English.

 

NICE TO HAVES:

  • Experience with the technologies we use, including Slack, Intercom, Clubhouse, Hubspot;
  • Additional languages;
  • Familiar with the Industry4.0 transition; its trends, goals and challenges and how it relates to the manufacturing and machine industry.

 

WHATS IN IT FOR YOU?

  • Unlimited holidays
  • Remote working opportunities + Amsterdam office
  • Competitive monthly compensation + monthly holiday pay.
  • A challenging environment to develop your personal and professional skills with a lot of freedom to take on ownership
  • You'll be in a fortunate situation to make a high impact - you'll still be hands-on but whilst also paving the way for a whole new department.
  • You will enjoy working in a startup hub at B. Amsterdam
  • A chance to learn from other people's mistakes - we share and celebrate failures on Thursday.

 

WHAT ARE YOUR FUTURE COLLEAGUES SAYING ABOUT SWIPEGUIDE?

 

"I love the atmosphere of collaboration. It really feels like everyone here cares about our product, and genuinely wants it to grow and succeed. That's a healthy kind of place to work." - Chris Content Marketeer

  

"SwipeGuide gives me hands-on experience in how to build a company from scratch alongside really passionate people. The gap between who I am and who I wanna be as a professional gets smaller every day here, and that's what defines a good workplace for me"

- Ingrid (Customer Success Manager)

  

Swipeguide is committed to creating a diverse environment and is proud to be an equal opportunity employer. We hire people from all walks of life, not just because it's the right thing to do but also because diversity makes our company stronger. We do not discriminate based on race, religion, color, national origin, genetics, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.