Product Support Specialist

Dash Group; Brighton; Hybrid; GBP 25,000 - GBP 38,000; Full time

Job summary

An innovative technology company in Brighton is seeking a Product Support Specialist to join their Customer Success team. This role involves providing exceptional support to customers, troubleshooting technical issues, and gathering feedback to enhance the product. Ideal candidates should have 2+ years in a customer-facing role, be technically curious, and possess strong problem-solving skills. The company values a collaborative culture and offers benefits such as hybrid working, annual profit sharing, and wellness support.

Benefits

25 days holiday plus bank holidays

Annual profit share

Mental health support

Company socials

Qualifications

• Ideally 2+ years in a SaaS product customer-facing role such as sales, account management, customer success or software support.
• Enjoys becoming a product expert and solving technical problems.
• Has the ability to prioritize customer needs and experience.

Responsibilities

• Providing exceptional customer support via chat, video conference, and email.
• Troubleshooting customer technical issues with the development team.
• Creating effective support content including help articles and release notes.

Skills

Technical curiosity

Problem solving

Data-driven mindset

Customer-focused

Attention to detail

Collaboration

Job description

Benefits

• 🗺️ 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!)

About the job

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 do support, 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.
• 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.
• Identifying and recommending areas for improvement in our overall support operation and taking ownership of implementing these, with the support of the team.

What we are looking for

• Technical curiosity - you enjoy becoming a product expert, and love investigating and solving 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 suggest ways to test 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 2+ years in a SaaS product customer-facing role such as sales, account management, customer success or software support.

What we offer

We pride ourselves on our culture at Bright 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.

Check out our meet the team video, website and Glassdoor page to get a flavour of who we are.

Hours

Hours cover our core support availability to customers of 9 am to 5pm.

Salary

£25-£38,000 depending on experience + benefits and company profit share

Eligibility

Must have the right to work in the UK
This is a hybrid role.

Diversity Statement

Bright 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 Bright supports equal opportunities; we celebrate individuality and all the diverse brilliance that goes with it.