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Product Support Specialist

1 week, 6 days ago
United States
Full-time
Junior
Customer Support
Product Management
Android iOS JIRA
Apply Now
AllTrails

AllTrails

AllTrails: Your ultimate guide to 400,000+ trails for hiking, camping, and running, curated by 4M+ outdoor enthusiasts worldwide.

Media
51-250
Founded 2010
$78M raised
View All Jobs 2

Description

  • Troubleshoot and resolve customer issues across iOS, Android, and web.
  • Investigate app behavior to identify accurate answers and root causes.
  • Work with the team to identify trends, bugs, and priority issues.
  • Escalate urgent issues to the appropriate internal teams.
  • Serve as the voice of the community and champion feature requests to Product.
  • Reproduce and document bugs to support Engineering triage and resolution.
  • Communicate customer issues to Product, Engineering, Marketing, Analytics, and Trail Data Operations.
  • Help users get the most out of AllTrails.

Requirements

  • Experience working in technical or software support.
  • Ability to manage a high volume of tickets while keeping customers heard and supported.
  • Strong time management and high empathy.
  • Willingness to go above and beyond for customers.
  • Experience collaborating with Product, Engineering, and Marketing stakeholders.
  • Excellent written and verbal communication skills.
  • Ability to explain complex technical concepts in a simple manner.
  • Deep curiosity and a habit of learning, investigating, and asking why.
  • Humility, empathy, and open-mindedness.
  • Ability to communicate in French, Spanish, Danish, and/or Dutch (bonus).
  • Familiarity with Zendesk, Jira, and Ada (bonus).
  • Experience working with a Support AI Bot (bonus).
  • Experience contributing to public support content such as a Help Center (bonus).
  • Familiarity with the mapping application ecosystem (bonus).
  • Passion for the outdoors (bonus).

Benefits

  • Competitive compensation with equity and performance-based bonuses.
  • Comprehensive health, dental, and vision coverage.
  • Unlimited PTO plus company holidays.
  • Monthly no-meeting days to test and improve the product.
  • Fully paid parental leave for birthing and non-birthing parents.
  • 401(k) match and financial wellness resources through Origin.
  • Remote work stipend for a home office.
  • Annual learning stipend for professional growth.
  • Discounts on subscriptions and merchandise for employees, friends, and family.

Interested in this position?

Apply directly on the company website

Apply Now

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