Product Support Specialist at Wingspan

New London, Connecticut, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Payroll, SaaSIndustries

Requirements

Great written & verbal communication
Empathetic
Detailed and action-oriented
Curious and critical thinker
Comfortable collaborating on high complexity issues across the organization in a remote environment

Responsibilities

Own incoming customer issues and provide high-quality support
Serve as an expert on the product, handling escalated tickets and high complexity requests
Fully understand customer’s goals and needs beyond their immediate ask and drive resolutions
Become an expert on Wingspan’s product and customer experience
Interpret customer needs into actionable product insights and improve product satisfaction
Investigate, document, and report on product malfunctions or performance issues
Create high-quality content and materials to guide customers and co-workers
Write clear and well-structured customer-facing support documentation
Contribute to internal knowledge by recording solutions and guides
Contribute to the continuous improvement of the customer experience team
Help develop and improve internal support processes
Identify areas of automation and other efficiency improvement strategies
Advocate for the best customer experience across the company
Embed in cross-functional product initiatives and represent the customer’s voice
Collaborate with product managers, designers, and engineers to facilitate customer empathy

Skills

Key technologies and capabilities for this role

Customer SupportWritten CommunicationVerbal CommunicationCustomer EscalationsProduct CollaborationAI ToolingRemote Collaboration

Questions & Answers

Common questions about this position

Is this a remote position?

Yes, the role involves working comfortably in a remote environment.

What skills are required for the Product Support Specialist role?

Key skills include skilled written and verbal communication, ability to interact with internal and external customers, and comfort collaborating on high complexity issues in a remote environment. Expertise in Wingspan’s product and customer experience is also essential.

What is the salary or compensation for this position?

This information is not specified in the job description.

What is the team like for this role?

You'll join a small and highly collaborative team of enthusiastic customer champions.

What makes a strong candidate for this Product Support Specialist position?

A strong candidate is an ambitious individual who is a skilled communicator, comfortable in remote collaboration, and ready to own customer issues, become a product expert, create support content, and improve team processes.

Wingspan

Platform for freelancers' business management

About Wingspan

Wingspan provides a platform that simplifies business operations for freelancers and self-employed individuals. The platform includes tools for invoicing, expense management, and tax handling, along with customizable templates for contracts and proposals. A key feature is the Pro plan, which offers access to a Care Advocate to assist with healthcare options and custom insurance packages, giving freelancers benefits typically available to larger company employees. Wingspan operates on a subscription model, starting at $20 per month, and partners with agencies to manage payments and compliance for 1099 contractors. The goal is to streamline administrative tasks for freelancers, allowing them to focus on their work.

New York City, New YorkHeadquarters

2019Year Founded

$17MTotal Funding

SERIES_ACompany Stage

Fintech, Healthcare, LegalIndustries

51-200Employees

Benefits

Flexible Time Off

Stock Options

Home Office Stipend

401(k) Company Match

Wellness Program

Risks

Increased competition from fintech platforms like Lili and Found challenges Wingspan's market share.

Potential regulatory scrutiny on gig economy could impact Wingspan's business model.

Cybersecurity threats targeting fintech platforms could compromise user data and trust.

Differentiation

Wingspan offers a unique Pro plan with a Care Advocate for healthcare navigation.

The platform provides customizable templates for contracts and proposals, enhancing professionalism.

Wingspan partners with agencies to handle payments and compliance for 1099 contractors.

Upsides

Increased demand for freelancer management platforms post-pandemic boosts Wingspan's market potential.

Growing interest in subscription models aligns with Wingspan's revenue strategy.

Partnerships with insurance providers enhance Wingspan's offerings in the benefits space.

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