Product support specialist London

About Watershed

Watershed is the enterprise sustainability platform. Companies like Airbnb, Carlyle Group, FedEx, Visa, and Dr. Martens use Watershed to manage climate and ESG data, produce audit-ready metrics for voluntary and regulatory reporting including CSRD, and drive real decarbonization. We are looking for team members who love product-building, want to work hard at a mission-oriented startup, and will collaborate with us in shaping the culture of a growing team. We have offices in San Francisco, New York, Denver, London, Paris, Berlin, Sydney, Mexico City, and remote team members across the US and Europe. We hope that you'll be interested in joining us!

The role

Watershed is on a mission to help companies measure, reduce, remove, and report their emissions. Our success is defined by the success of our customers — we're looking to bring on a key member of our Support team to help our customers get the most out of their climate programmes. Our Support team sits at the heart of the customer experience, helping users navigate the Watershed platform, troubleshoot challenges, and build the confidence to drive real climate impact within their organisations. In this role, you'll go deep on our product to understand how customers use it — responding to, researching, and resolving their questions while acting as their internal advocate, feeding insights back to our Product team to shape what we build next.

What you'll do:

• Assist customers in solving problems related to product features, platform usability, technical issues, product performance, and time-sensitive inquiries.
• Exceed client expectations on response quality, timeliness of responses, and overall customer experience.
• Partner with our growing Support team to refine workflows and playbooks for how Support operates within Watershed and customer journeys — and contribute to standardized resource materials (e.g. knowledge base content, internal playbooks) for you and your fellow team members to leverage.
• Educate customers on usage of our platform and advocate for customer needs internally — with a goal of continually improving the customer experience.
• Be empowered to think independently, creatively, and critically — going above and beyond to deliver the right solution for each individual customer.
• Liaise with team members across the Watershed ecosystem (Engineering, Product, Sales, Customer Success, Sustainability Services, and more) to drive positive outcomes for every customer.
• Explain the technical details of carbon accounting and emissions measurement methodology — and how it applies to an individual customer’s business operations.

You might be a fit if you:

• Have 1-2 years in a B2B/SaaS customer support environment.
• Have a strong sense of customer empathy, always remaining laser-focused on the customer’s needs.
• Have experience using support ticketing software, Notion, and Linear (or similar).
• Are an excellent verbal and written communicator. You can readily explain complex topics to technical and non-technical audiences alike.
• Have strong interpersonal skills, allowing you to function within a team and to build relationships with customers and other stakeholders across Watershed.
• Are organized, systematic, and efficient. You thrive in a high-volume, evolving environment with a proven ability to multi-task, prioritize, and manage time autonomously.
• Are solution-driven and won't rest until you uncover the root cause of an issue.
• Are curious, and enjoy learning new things. You’re excited by the challenge of learning more about the sustainability space.

Must be willing to work from an office 4 days per week (except for remote roles). Watershed has hub offices in San Francisco, New York, London, and Mexico City and satellite offices in Denver, Sydney, Paris, and Berlin. Where we have offices, employees are expected to be in office for 4 days per week. Certain jobs are open to being remote and will be specifically noted on the jobs page and in the job description if so.