Product Support Specialist

Found in: Lensa US P 2 C2 - 1 week ago

Canada, United States Mutiny Corp Full time
About Mutiny:

Marketers have a problem. Today companies spend over $1T to bring customers to the door, but $19 of every $20 they spend does not convert to revenue. Companies have no choice other than to dedicate large engineering and data science teams to manually build more relevant, higher converting experiences for different customer segments.

Mutiny is a no-code AI platform that helps marketers convert their top of funnel demand into revenue, without engineers. Mutiny gives marketers everything they need to drive revenue and prove it - from data and analytics to AI-powered recommendations and content writing. Our customers are some of the fastest growing companies in the B2B space including Notion, Ramp, Carta and Segment. We are backed by Sequoia Capital, YCombinator and CMOs from some of today's fastest-growing tech companies including AngelList, Carta, Gong, Salesforce and Snowflake.

About the role:

We are expanding our Product Support Team and looking for an exceptional Product Support Specialist.

You will be responsible for keeping Mutiny's customers happy by answering technical questions via support tickets and helping them implement more advanced experiences. In doing so, you will deliver a helpful and consultative Support experience through creative problem-solving, thoughtful communication & tailored solution design that solves roadblocks and puts customers back on track to achieving their key business outcomes.

You will also help us scale our support offerings by leading the efforts to build a knowledge base for our customers.

What you'll do:
  • Autonomously manage the customer support queue. Once you've onboarded, we expect you to be able to answer 95% of tickets without help.
  • Independently help customers implement and troubleshoot more technically advanced experiences (you will use your knowledge of CSS, HTML, and JavaScript as a superpower)
  • Manage against key performance metrics defined within the Customer Experience Team, such as maintaining a response time of

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