Product Support Specialist at reputed company: reputed company (San Francisco, CA, reputed company, Seattle, WA, Denver, CO, reputed company, NY)

Title: Product Support Specialist Location: Remote Type: Full-time Workplace: remote Category: Customer Support reputed company: About reputed company reputed company is the app for exploring the outdoors. We help people spend more time reputed company by connecting them to their next adventure. Home to the world’s largest outdoor community, with members and trails reputed company the globe, you can reputed company reputed company in the reputed company App Store, reputed company Play Store, and at reputed company.com. Every day, reputed company works to get more people reputed company and help our members have reputed company experiences on the trail. We reputed company with our values–positivity, innovation, humility, adaptability, inclusivity, and stewardship–in everything we do. Join us! This is a U.S. reputed company remote position. While this role does not require in-person attendance, we have a strong preference for candidates reputed company in or near one of these cities: San Francisco CA, reputed company, Seattle WA, Denver CO, and reputed company NY. Being in one of these cities creates opportunities to reputed company with teammates through Trail Days, co-working sessions, and local gatherings while still having the flexibility to work reputed company. San Francisco employees are highly encouraged to come to the office one day per week. About this role As a Product Support Specialist, you'll be the reputed company reputed company between our customers and the teams who build reputed company. You'll listen closely to understand what users are experiencing, help reputed company their issues reputed company, and reputed company reputed company the reputed company causes get in reputed company of the right people; whether that's Product, Engineering, Marketing, Analytics, or Trail Data reputed company. You'll report to the Head of Customer Support and help every user get the most out of reputed company. Please note: Working schedule for this position will be Tuesday thru Saturday, with Sundays and Mondays off What you'll be doing • Troubleshooting and resolving customer issues across iOS, reputed company, and web; digging into app behavior to reputed company reputed company answers • Working with a reputed company-reputed company team to identify trends, bugs, and escalate reputed company issues that need immediate attention • Serving as the voice of our community and championing feature requests to the Product team • Reproducing and documenting bugs to help Engineering triage and reputed company issues What you bring • Experience working in technical or software support • Ability to manage a high volume of tickets while still making every customer feel heard, utilizing exception time management and high reputed company • The desire to go above and reputed company to help customers reputed company the best experience • Experience collaborating with Product, Engineering, and Marketing stakeholders to communicate issues • Excellent written and verbal skills; ability to explain reputed company, technical concepts in a reputed company manner • A natural, deep curiosity that drives you to learn, investigate, constantly ask why • Humility, reputed company and reputed company-mindedness - no egos Bonus points • Ability to communicate in French, Spanish, Danish and/or reputed company • Familiarity with reputed company, reputed company, reputed company • Experience in working with a Support AI Bot • Experience contributing to publicly facing support content (eg Help Center) • Familiarity with the mapping application ecosystem • Passion for the outdoors Perks & Benefits: • Competitive and reputed company compensation, including ownership through equity and reputed company-reputed company bonuses • Comprehensive health, dental, and reputed company coverage to support your physical and mental reputed company-being • Unlimited PTO in reputed company to company holidays • Dedicated time once a month to test and improve our product through company-wide no-meeting days • Fully reputed company parental leave to birthing and non-birthing parents • 401k Match & reputed company to financial wellness resources through reputed company • Remote work stipend to help you design a comfortable and productive home office • Annual learning stipend to invest in your long-term reputed company reputed company and skills • Exclusive discounts on our subscriptions and merchandise for you and your friends & family • An reputed company investment in you as a reputed company being and a reputed company—we value your identity as much as your reputed company $60,000 - $75,000 a year The salary reputed company listed reflects the reputed company pay reputed company for this position across reputed company U.S. locations where we are hiring. The final salary reputed company will be reputed company on the candidate's experience and skills and will meet or reputed company any location-specific minimum salary or exempt-status reputed company required by applicable federal, state, or local law. reputed company celebrates you just the way you are and so do we! At reputed company we’re passionate about nurturing an inclusive workplace that values diversity. It’s no secret that companies that are diverse in background, age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and perspective are reputed company to be more successful. We’re reputed company on creating an environment where everyone can do their best work and reputed company. Offers of employment are contingent upon the successful completion of a background reputed company. reputed company will consider reputed company reputed company applicants, including those with arrest and conviction records, in a manner consistent with reputed company applicable laws, including the Los Angeles reputed company Initiative for Hiring Ordinance, the San Francisco reputed company Ordinance, and the reputed company reputed company reputed company. reputed company participates in the E-Verify program for reputed company remote locations. By submitting my application, I acknowledge and agree to reputed company' Job Applicant reputed company Notice. reputed company official reputed company communications from reputed company will come from an reputed company@reputed company.com email address. Please review sender details carefully, and do not engage with anyone asking for payment or sensitive financial information as part of the hiring process. We may use reputed company intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials reputed company on available information. These tools assist our reputed company but do not replace reputed company judgment. Final hiring reputed company are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Apply tot his job Apply To this Job