Product Support Specialist

Does your definition of success mean empowering others?

Then you should consider joining Jobber! We’re looking for a Product Support Specialist to be part of our Customer Success department.

Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers while providing an easy and professional customer experience.

The team:

If our company values were a department, they would be the Customer Success department; they are humble, supportive, and truly care about making sure our customers are successful in Jobber.

The role:

Our Product Support Specialists are the foundation to Jobber’s success. We have a strong focus on our customer, and this role will work with our hundreds of thousands of users to provide an award-winning level of customer service. Using live chat, phone, or email, you will assist users in understanding the newest features, help with functionality and custom workflows, problem solve issues, or accept feedback.

The Product Support Specialist will:

• Respond to inquiries that encompass the entire Jobber ecosystem from new and existing customers through live chat, phone, or email.
• Troubleshoot issues or problem solve questions that customers may have about a feature, bug, or workflow.
• Maintain high channel productivity across our different mediums.
• Be a liaison for customer feedback to product and technical teams.
• Participate in on-boarding new users and companies, support current customers, host webinars, reach out for feedback, and maintain our great documentation.
• Build a knowledge base of FAQs and document all feedback and recommendations from our customers.

To be successful, you should:

• Be the ultimate people person! If you love working with people, you’ll be great in this position.
• Be agile and adaptable to solve problems quickly in a fast-paced environment.
• Be empathetic to our customers' journeys and comfortable diving into their issues.
• Be clear and effective in interactions with our customers over the phone.
• Be able to craft professional and empathetic responses to customer inquiries via email and chat.
• Be curious and ask questions to provide great customer service.
• Be incredibly reliable for our customers and the rest of the success team.
• Be resilient in the face of adversity.
• Be confident with technology and comfortable navigating cloud-based software.

Please note: To best help our customers, we're looking to ensure we have coverage across all our hours and days we're open, which is Monday to Thursday from 6 am MT to 8 pm MT, then Fridays to Sunday from 6 am MT to 6 pm MT. This role may require a non-standard shift of either Sunday to Thursday (day shifts) or Tuesday to Saturday (day shifts).

The Interview Process:

Step 1: We’ll review your application! The candidates whose customer service experience aligns with the role will be moved forward in the process.

Step 2: Initial conversation with TA! A member of Talent Attraction will reach out to you for a first conversation.

Step 3: Team Interviews! You’ll have two interviews with your potential team leader and peers.

Step 4: Senior leadership interview! A member of our Leadership Team will finish off the conversations.

Step 5: Offer!