Product Support Specialist
Hive is looking for our next Product Support Specialist to join our Customer Experience team on the East Coast. The Product Support Specialist will provide best-in-class front-line support via chat and email. This role will work closely with our Product Support Manager, our Developers and our Marketing team to create a positive experience for our customers to help drive the growth of Hive.
What you’ll be doing:
- You’ll help customers solve problems through chat and email by troubleshooting issues and escalating bugs to the developer team.
- Be an expert in all things Hive by advising customers on email marketing & SMS/MMS marketing best practices.
- Communicate any trends in customer behavior to CX Leadership and other departments.
- Assist CX Leadership and Product by participating in proactive processes to enhance the experience of our self-serve customer base.
- Contribute to an up-to-date and effective Help Centre for our customers by updating and creating new FAQ content. Help identify content gaps through customer interactions.
- Contribute to the training of new members at Hive.
Who you are:
- You have first-hand experience in a technical support role for at least 1-2 years
- You’re experienced in Intercom, Zendesk or relevant ticketing systems.
- You can provide and receive constructive performance feedback.
- You’re passionate about helping and communicating with customers.
- You enjoy building new processes and sharing feedback to improve the experience of customers and internal teams.
- You're on the East Coast
- You thrive in a dynamic environment where you can work collaboratively with other teams
- You’re comfortable wearing multiple hats and prioritizing different levels of responsibilities.
Bottom line... We're looking for curious, hardworking, down-to-earth people passionate about helping brands build enduring relationships with their customers.
Comp/Benefits Package
- Meaningful salary and equity: you're rewarded based on impact
- Work fully remote in Canada: wherever you're happiest & productive
- Flexible work hours: minimal meetings.
- Health & Dental coverage
- Unlimited vacation/PTO: so you can be happy and healthy!
- Comp Range: $48-55k per year
About Hive.co
Hive is an email and SMS marketing CRM used by brands to personalize and automate their campaigns. We pride ourselves on helping brands understand their email and SMS marketing, all while selling more and keeping their customers engaged.
We integrate with tech partners like Ticketmaster and Shopify to let brands act on all their data, so they can easily segment their list in thousands of ways, and send more customized, timely email campaigns that land in inboxes.
We started our company inside a University of Waterloo computer lab in early 2014, graduated from Y Combinator that summer (S14 batch) and have been growing ever since. Originally based in Kitchener, our team is now 100% remote and located all across Canada! We strive to provide an online work environment that allows team members to have a strong work life balance while still feeling connected to their team and Hive’s mission.
To learn more about our team check out our About Us page on our website: https://www.hive.co/company