At a Glance
- Tasks: Provide exceptional support to customers and help them thrive with Dash.
- Company: Join a collaborative and innovative team at Dash, a leading visual content platform.
- Benefits: Enjoy 25 days holiday, hybrid working, profit share, and wellness support.
- Other info: Be part of a friendly culture that values diversity and personal growth.
- Why this job: Shape customer success and make a real impact in a dynamic tech environment.
- Qualifications: Technical curiosity, problem-solving skills, and a customer-focused mindset are essential.
The predicted salary is between 30000 - 40000 € per year.
About us
We believe in making working days more inspiring, both for our customers and us. That’s why we built Dash! You’ll be joining a highly motivated team that’s focused on growth, and is low ego, collaborative and supportive. If that sounds good to you, keep reading! :) Dash inspires brands to use outstanding visual content at every touch point. With Dash, brands can organise, find and deploy their best visual content effortlessly. Our customers are growing, ambitious brands like Taster, Passenger Clothing, Beavertown and Orca.
The role
You will be joining the Dash Customer Success team, which is responsible for the ultimate success of our customers by delivering incredible support and proactively driving customer engagement. As a Product Support Specialist you will become an expert in Dash and be able to help our customers thrive. You will become one of the people our customers recognise as they chat with us via our in-app support. You will be providing first-class product support to our customers, and giving them advice to help them make the most of Dash. You will also have an important role in shaping the Dash product itself, by gathering feedback from customers and coming up with ideas for how we can improve the product.
Customer Success in Dash isn’t your traditional outfit. We prioritise using technology and automation to deliver an excellent customer experience at scale. We embrace disruptive technologies in a constant search to provide a cutting-edge service to our customers, while still ensuring our customers have access to the team for personal support when needed.
This role will be most suited to someone who is tenacious (you won’t let an issue go until the customer is satisfied), has their own ideas and a desire to see them come to life, loves solving technical problems (are you the one your family contacts when the printer doesn’t work?) and has exceptional attention to detail and pride in their work.
With the full support of the team, you’ll be given the autonomy to come up with improvements to how we run our support function, and you’ll be encouraged to implement changes and try things out. As the first dedicated support role in the team, you’ll have a unique opportunity to help shape how we do support as we grow.
What you will be responsible for:
- Providing exceptional customer support to our customers via our various channels (in-app chat/video conference/help centre/email).
- Having an in-depth understanding of Dash, its features and benefits and being able to articulate these to customers to solve their challenges and help them meet their goals.
- Collaborating with the product management team to represent customer needs such as feature requests, and participating in the product development process.
- Troubleshooting customer technical issues, liaising with the development team to identify solutions, and working with the product team and customer to follow the resolution through to completion.
- Creating well-written and effective support content, including help articles, in-app guidance, pro-active emails, release notes, feature announcements, screen recordings and other messaging.
- Managing the quality of our 1st line AI support bot, regularly reviewing its guidance and workflows to ensure it always offers excellent support and continues to improve.
- Identifying and recommending areas for improvement in our overall support operation and processes, and taking ownership of implementing these, with the support of the team.
- Participating in team-wide discussions and getting involved in projects and initiatives that will further help our customers.
- Identifying risk accounts in need of extra support and working with both the Customer Success Managers and the customer to help them get more value from Dash.
- Identifying accounts that might benefit from additional features or have other growth potential, then working with them and the team to help them unlock their potential.
What we are looking for:
- Technical curiosity - you enjoy becoming a product expert, and love investigating and getting to the bottom of technical problems.
- Problem solver - you can methodically solve problems by gathering necessary information, understanding customer goals, investigating and replicating issues, and providing solutions and workarounds.
- Data-driven - you understand that as a SaaS product, we leverage technology, data and automation to service our customers at scale, so you’ll possess an analytical, methodical mindset to help us identify further ways we can improve.
- Customer-focussed - you proactively and tenaciously prioritise customer needs and experience. You are able to funnel feedback to the wider team and participate in product development discussions to ultimately improve the customer experience.
- Proactive - you are able to come up with ideas for improving any of our goals and processes, and suggest ways to improve them. You can work independently and proactively.
- Collaborative - you work well in a cross-functional team, and enjoy collaborating with a variety of disciplines (developers, marketers, product managers) to solve problems.
- Attention to detail - you take pride in your work and care about communication and presentation.
- Ideally 3+ years in a SaaS customer support role.
What we offer:
We pride ourselves on our culture at Dash and have won a UK best workplace award from Great Place to Work. We’ve worked hard on maintaining our friendly, collaborative culture while embracing hybrid working. We’ll support you to work in the way that suits you best, whether that’s in the office or hybrid. Our benefits include:
- 25 days holiday plus bank holidays
- Work hybrid or in our Brighton office
- Annual profit share
- Group income protection cover
- Mental health support including monthly wellness contribution
- Company socials
- Occasional goodies in the post (because we like to spoil you!)
Check out our website and Glassdoor page to get a flavour of who we are.
Position type: Permanent / full time
Hours: Hours cover our core support availability to customers of 9am to 5pm.
Salary: £30-£40,000 depending on experience + benefits and company profit share.
Eligibility: Must have the right to work in the UK.
Diversity Statement
Dash is an equal opportunities employer. We believe in creating an environment where everyone can feel inspired, productive and fulfilled. For us this means building a culture where every individual can show up at work being openly and authentically themselves, each and every day. We welcome, celebrate and learn from diversity of experience, perspectives and backgrounds and all that entails. That is why Dash supports equal opportunities; we celebrate individuality and all the diverse brilliance that goes with it.
Product Support Specialist in Brighton employer: Dash
At Dash, we pride ourselves on fostering a collaborative and supportive work culture that empowers our employees to thrive. As a Product Support Specialist, you'll enjoy the flexibility of hybrid working from our vibrant Brighton office, alongside generous benefits such as 25 days holiday, annual profit share, and mental health support. With a strong focus on employee growth and innovation, you'll have the unique opportunity to shape our customer support function while being part of a team that values your ideas and contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Specialist in Brighton
✨Tip Number 1
Get to know Dash inside out! Familiarise yourself with its features and benefits so you can chat confidently with the team. This will not only help you stand out but also show your genuine interest in the role.
✨Tip Number 2
Practice your problem-solving skills! Think of common technical issues and how you would tackle them. Being able to demonstrate your troubleshooting abilities during interviews will definitely impress us.
✨Tip Number 3
Show off your customer focus! Prepare examples of how you've gone above and beyond for customers in the past. We love candidates who are proactive and tenacious about ensuring customer satisfaction.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our awesome team at Dash!
We think you need these skills to ace Product Support Specialist in Brighton
Some tips for your application 🫡
Show Your Passion for Customer Support:When writing your application, let us know why you’re excited about helping customers. Share any experiences where you’ve gone above and beyond to solve a problem or support someone. We love seeing that passion shine through!
Be Specific About Your Skills:Don’t just list your skills; give us examples of how you’ve used them in the past. If you’ve tackled technical issues or created support content, tell us about it! We want to see how your experience aligns with what we do at Dash.
Keep It Clear and Concise:We appreciate clarity! Make sure your application is easy to read and straight to the point. Use bullet points if needed, and avoid jargon unless it’s relevant. We want to understand your story without getting lost in the details.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Dash
✨Know Your Product Inside Out
Before the interview, make sure you have a solid understanding of Dash and its features. Familiarise yourself with how it helps brands manage their visual content. This will not only impress your interviewers but also help you answer questions more effectively.
✨Show Off Your Problem-Solving Skills
Prepare to discuss specific examples where you've solved technical issues in the past. Think about the steps you took to identify the problem and how you communicated solutions to customers. This will demonstrate your technical curiosity and customer-focused mindset.
✨Be Ready to Collaborate
Since the role involves working with various teams, be prepared to talk about your experience in cross-functional collaboration. Share examples of how you've worked with developers or product managers to improve customer experiences or resolve issues.
✨Highlight Your Attention to Detail
In this role, attention to detail is crucial. Bring examples of how you've ensured quality in your work, whether it's through creating support content or managing customer interactions. This will show that you take pride in your work and care about delivering excellent support.
