Product Support Specialist at Culture Amp

San Francisco, California, United States

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Technology, HR Tech, SaaSIndustries

Requirements

3+ years of experience in high-velocity technical support for a SaaS product
Experience using help desk systems (Intercom, Zendesk, Freshdesk, etc.) as your primary tool in previous roles
Demonstrated expertise in resourceful problem-solving, creative troubleshooting, and investigative questioning techniques
Strong technical understanding of how email, SSO, and SFTP work (preferred)
Ability to explain technical issues in simplified terms (preferred)
Natural curiosity: always looking for opportunities to learn, grow and give/receive feedback (preferred)
Ability to maneuver through ambiguous situations with a positive attitude (preferred)
Ability to work from the San Francisco office up to 1-2 days a week

Responsibilities

Serve as the first point of contact for global customers via support channels (email, chat, video conference)
Answer all questions related to the Culture Amp platform and escalate when necessary
Educate and empower customers to be better Culture Amp users and become People Geeks
Serve as an internal resource for all departments (e.g., responding to quick questions in Slack or joining virtual meetings as the product expert)
Ensure customer data is handled securely and manage internal requests for access to accounts
Be a customer advocate by providing feedback to the product and engineering team on platform improvements

Skills

Key technologies and capabilities for this role

Customer SupportTechnical TroubleshootingProduct KnowledgeEmail SupportChat SupportVideo ConferencingIssue InvestigationCustomer Education

Questions & Answers

Common questions about this position

What is the salary or compensation for the Product Support Specialist role?

This information is not specified in the job description.

Is this role remote or does it require office attendance?

Candidates should be able to work from the San Francisco office up to 1-2 days a week.

What skills and experience are required for this position?

The role requires 3+ years of experience in high-velocity technical support for a SaaS product, along with expertise in customer support, technical knowledge, and curiosity to troubleshoot issues.

What is the company culture like at Culture Amp?

Culture Amp emphasizes a culture-first approach, empowering customers to become 'People Geeks,' and operates with a global team focused on making a better world of work through people science.

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

Strong candidates are self-motivated, dynamic, resourceful quick learners who thrive in fast-paced environments, adapt to new processes, and are passionate about customer assistance with 3+ years in SaaS technical support.

Culture Amp

People analytics platform for employee engagement

About Culture Amp

Culture Amp provides a people analytics platform aimed at improving employee engagement, performance, and retention within organizations. The platform includes tools for gathering and analyzing employee feedback, conducting performance reviews, and monitoring goals. By utilizing powerful analytics and action planning features, Culture Amp helps businesses make informed, data-driven decisions to enhance workplace culture and employee experience. Unlike many competitors, Culture Amp focuses specifically on the HR technology sector, which is rapidly expanding as companies prioritize employee engagement. The company operates on a subscription-based model, offering various pricing tiers tailored to the size of the organization and the features needed.

Melbourne, AustraliaHeadquarters

2009Year Founded

$267.4MTotal Funding

SERIES_FCompany Stage

Data & Analytics, ConsultingIndustries

1,001-5,000Employees

Benefits

Employee Share Options Program

Professional Development Budget

Mental Health Support

Monthly Camper Life Allowance

Team budgets dedicated to team building activities and connection

Paid Vacation

Paid Holidays

Extended year-end breaks

Excellent parental leave and in work support program available from day 1 of joining Culture Amp

5 Social Impact Days a year to make a positive impact on the community outside of work

Home Office Stipend

Medical insurance coverage for you and your family (Available for US & UK only)

Risks

Emerging HR tech startups offering cheaper solutions threaten Culture Amp's market share.

Rapid AI advancements may require Culture Amp to invest heavily to stay competitive.

Data privacy concerns and regulatory changes could impact Culture Amp's operations in key markets.

Differentiation

Culture Amp integrates AI to streamline HR feedback analysis, enhancing efficiency.

The acquisition of Orgnostic boosts Culture Amp's data analytics capabilities significantly.

Culture Amp's People Analytics product offers a unified platform for comprehensive workforce insights.

Upsides

Neera Desai's appointment as GM could strengthen Culture Amp's North American market presence.

Collaboration with Sonder emphasizes employee wellbeing, potentially leading to new wellness features.

AI integration in feedback analysis allows HR teams to focus on strategic initiatives.

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