Product Support Specialist
About this role
As a Product Support Specialist, you'll be the direct connection between our customers and the teams who build AllTrails. You'll listen closely to understand what users are experiencing, help resolve their issues efficiently, and make sure the root causes get in front of the right people; whether that's Product, Engineering, Marketing, Analytics, or Trail Data Operations. You'll report to the Head of Customer Support and help every user get the most out of AllTrails.
What you'll be doing
Troubleshooting and resolving customer issues across iOS, Android, and web; digging into app behavior to find real answers
Working with a close-knit team to identify trends, bugs, and escalate priority 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 resolve 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 empathy
The desire to go above and beyond to help customers achieve the best experience
Experience collaborating with Product, Engineering, and Marketing stakeholders to communicate issues
Excellent written and verbal skills; ability to explain complex, technical concepts in a simple manner
A natural, deep curiosity that drives you to learn, investigate, constantly ask why
Humility, empathy and open-mindedness - no egos
Bonus points
Ability to communicate in French, Spanish, Danish and/or Dutch
Familiarity with Zendesk, Jira, Ada
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 equitable compensation, including ownership through equity and performance-based bonuses
Comprehensive health, dental, and vision coverage to support your physical and mental well-being
Unlimited PTO in addition to company holidays
Dedicated time once a month to test and improve our product through company-wide no-meeting days
Fully paid parental leave to birthing and non-birthing parents
401k Match & access to financial wellness resources through Origin
Remote work stipend to help you design a comfortable and productive home office
Annual learning stipend to invest in your long-term professional growth and skills
Exclusive discounts on our subscriptions and merchandise for you and your friends & family
An authentic investment in you as a human being and a professional-we value your identity as much as your output