About the job
About Our Client This Series B-funded startup is pioneering a remote-friendly user research platform to streamline product development. Operating in 35+ countries, the company is backed by top investors and aims to empower teams to integrate user insights throughout the product lifecycle. Its platform enables researchers, designers, and product managers to quickly recruit participants, conduct autonomous research, and analyze insights for impactful decision-making. By providing actionable user insights at the speed of development, the platform helps companies build better products faster and focus on meaningful, high-value questions. Why Our Client Needs You This role is open only to candidates located in the Pacific Time Zone within the U.S. and Canada. The **Customer Advocate** is part of the Level 1 Support team, serving as the main contact for customer inquiries. Responsibilities include addressing questions about account management, partner integrations, and the product via various channels (email, Help Center, in-app, phone, and social media). The advocate will work with the Level 2 Support team to resolve, refer, or escalate requests and manage internal support questions on Slack, as well as customer feedback. When not handling tickets, they may work on documentation, creating macros, or other projects to support customers and staff. What You'll Do - Act as the global frontline coverage for all incoming customer requests. - Directly respond to and engage with qualified customer inquiries; this includes identifying and understanding customer problems, concerns, or technical issues reported, and gathering relevant information to assist in resolution. - Communicate technical information in a non-technical manner to ensure customers understand solutions or steps provided. - Adhere to established support processes and procedures to maintain consistency in customer interactions and issue resolution. - Escalate qualified issues to other departments within the organization. - Collaborate with Level 2 and relevant teams when issues exceed the Level 1 support scope or require advanced expertise. - Develop, author, and maintain internal and customer-facing product or process documentation. - Provide basic training or educational information to help customers better understand and utilize the product. - Share industry best practices on web/mobile design tools with clients. What You'll Need - Proven customer support experience, preferably in a SaaS B2B setting. - Excellent written and verbal communication skills. - A natural enthusiasm and a passion for advocacy. - Empathy and patience when assisting customers dealing with challenges. - The ability to think critically, learn complex products thoroughly, and discover creative solutions to customer issues. - Strong analytical and problem-solving skills, with the ability to identify and resolve customer problems. - Comfort following logical troubleshooting steps and escalating issues as necessary. - Basic understanding of computer systems, software applications, and hardware components. - At least 2 years of experience with modern ticketing, customer engagement, and CMS solutions within customer service environments (e.g., Zendesk, Help Scout). - Proficiency in using relevant software tools for customer support. - Effective time management and task prioritization abilities in a fast-paced support environment. Nice to Haves - Previous experience with the company's platform is preferred. - Prior knowledge of design practices (UI, UX, research, user testing). - Experience working with one or more prototyping tools: Figma, Adobe XD, Sketch. Why This Company is Unique - **Early-stage startup:** Join an emerging startup with fewer than 150 team members. This provides a unique opportunity to directly impact the company’s success and help shape its future. - **Market disruption:** The organization believes the current product-building methods are flawed, and the user research sector is ready for transformation. Historically, companies have faced a dilemma between rapid development without user insights or spending excessive time on research prior to launching products. A significant shift is underway, and this company is at the forefront. - **Product-market Fit:** This platform is utilized by over 100,000 brands across 4,000 companies, ranging from SMBs to enterprises. In the last fiscal year, they facilitated 6.5 million questions answered, supporting 25,000 decisions. Benefits - Life and Disability Insurance, with 100% of the team member premium covered. - Flexible time off. - Meaningful equity. - Fully covered company retreats. - New MacBook (laptop) provided by the company. - Paid Family leave: 16 weeks for birth or adoptive parents. - $500/month for dependent health insurance coverage. - $1,500 remote work setup fund to create an optimal workspace. - Flexible work hours allowing for self-management of schedules. - Virtual social gatherings throughout the year. - Fun company merchandise (SWAG). - Open and transparent culture with virtual coffee chats, bi-weekly meetings, and more. - Health insurance with international coverage, vision, and dental: 100% of the team member premium covered. - Free access to mental health care, including unlimited virtual therapy sessions and 24/7 resources. - Monthly points awarded to recognize teamwork, dedication, and helpfulness, redeemable for gift cards and more. Compensation $42K – $70.5K • Offers Equity • Multiple Ranges
