Product Support Specialist New London

Join us on our mission to make a better world of work. Culture Amp is the world’s leading employee experience platform, revolutionising how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams.

Culture Amp is looking for a Product Support Specialist to join our London-based team for coverage of the GMT/British time zone. The role is a hybrid role open to candidates who are able to come to the office one day per week.

As part of one global team, our Product Support Specialists play a critical role in supporting all customers in their use of Culture Amp and deliver a personalised, Culture First experience to those users in their time of need. In this role, you will apply your experience in customer support/service, technical know-how, and curiosity to guide customers on the use of the Culture Amp platform and step in to investigate instances of unexpected behaviour.

As part of this team of amazing humans, you will:

• Serve as the first point of contact for our customers around the world that reach out to us via our support channels (email, chat, video conference) in English.
• Answer all questions related to the Culture Amp platform and escalate when necessary - we receive around 4,000 emails and 4,000 chats per month - you’ll be busy!
• Educate and empower our customers to be better Culture Amp users and become People Geeks.
• Serve as an internal resource for all departments and help them be successful - this might look like responding to “quick questions” in Slack or even joining a virtual meeting to serve as the product expert.
• Be responsible for ensuring that customer data is handled securely - we are gatekeepers and manage internal requests for access to accounts by other team members at Culture Amp.
• Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers’ challenges.
• Partner with the Customer Organization across multiple time zones (we are a globally distributed team) to continuously improve our customer experience as our customer base grows.

You have:

• Fluent or C2 English language skills with experience in a professional setting (Required).
• Fluent or C2 German language skills with experience in a professional setting (Nice to have).

Soft Skills:

• You enjoy interacting with people and building relationships with customers.
• You are able to empathise with customers in a genuine way that lets them know you care about their issues.
• You have the ability to explain technical issues in simple terms.
• You know when to ask open-ended questions vs. close-ended questions to best understand an issue.
• You are professionally self-directed and self-motivated.
• You are naturally curious and love to learn. The more technical the better!

Experience:

• You have been a member of a globally distributed team supporting a SaaS product or similar experience in a customer-facing role.
• You have ideally used help desk systems (Intercom, Zendesk, Freshdesk, Help Scout, etc.) as your primary tool in previous roles.
• You are no stranger to helping multiple customers at once in a high-velocity service environment.
• You have a technical understanding of how Email, Single Sign-On, and SFTP work (not necessary but comes in handy!).
• You have familiarity with using AI in the workplace as part of your daily tools to improve your productivity.

We believe that our employees are the heartbeat of our success. We’re committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact. In addition to providing a competitive compensation package, some of the key benefits we offer are:

• Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success.
• Programs, coaching, and budgets to help you thrive personally and professionally.
• Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people.
• Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work.
• Team budgets dedicated to team building activities and connection.
• Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time.
• Extended year-end breaks: An extended refresh period at the end of year.
• Excellent parental leave and in work support program available from day 1 of joining Culture Amp.
• 5 Social Impact Days a year to make a positive impact on the community outside of work.
• MacBooks for you to do your best & a work from home office budget to spend on setting up your home office.
• Medical insurance coverage for you and your family (Available for US & UK only).

Additionally, we don’t just focus on our internal community; we believe in creating a better world of work for all. We’re committed to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in place. We have a strong commitment to Anti-Racism, and endeavour to lead by example.

Research shows that candidates from underrepresented backgrounds often don’t apply for roles if they don’t meet all the criteria – unlike majority candidates meeting significantly fewer requirements. We strongly encourage you to apply if you’re interested: we’d love to know how you can amplify our team with your unique experience!

If you require reasonable accommodations or adjustments due to a disability to complete the online application or to participate in the interview process, please contact accommodations@cultureamp.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.