Limeade is an employee experience software company that helps build great places to work. Our platform unifies employee well-being, engagement, and inclusion solutions with industry-leading communications capabilities. Recognized for its own award-winning culture, Limeade helps every employee know their company cares. To learn more, visit www.limeade.com.
We're committed to creating a mission-driven, positive and inclusive culture of improvement made up of the best and brightest people in the business. And we've got the awards to back it up: Puget Sound Business Journal ranked us #1 Best Workplace in Washington, and Seattle Business ranked us one of the top three Best Companies to Work for in Washington State. In addition, we're one of the fastest-growing companies in North America (Deloitte's Technology Fast 500™), and Fortune magazine recognized us as a Best Workplace for Women. Limeade is a global company that embraces a distributed workforce and has users in more than 100 countries. Our headquarters are in Bellevue, WA.
About the role:
This role can be fully remote.
As a Sr. Product Support Specialist, you will be the go-to person for customer support related questions for our TINYpulse product. In this role, you will gain hands-on client support from initial user upload through problem resolution. To be successful in the role, you’ll need to possess a high level of customer empathy, sense of ownership, and a real passion for technology. Review the job responsibilities and candidate characteristics below, and if this sounds like you, be sure to apply! We look forward to hearing from you and learning more about your interests.
This position will report to the VP of Customer Success.
What you’ll do:
Manage customer product inquiries via email and Freshdesk, escalating high priority tickets to our development team.
This role is customer facing, and you’ll have internal and customer stakeholders as well as working cooperatively with our development team in Vietnam.
Closely adhere to and report out on ticket response and resolution to maintain our superior SLA’s.
Learn the TINYpulse platform inside and out including user bulk updates and basic integration support.
Partner with VP to ensure any escalated tickets are resolved within agreed-upon timelines, process change ideas are implemented, and influence others towards action and change.
Possess the analytical skill to understand, structure and resolve the technical challenges our customer’s face.
Prefer SQL skills for querying relational databases to troubleshoot tickets.
Technical knowledge of how browsers render web pages, pass, and store data (e.g.,cookies, local storage, session storage, SSLs, URL parameters, etc.) is a plus.
Familiarity with SSO, SFTP, ERP and Teams/Slack integrations.
Ability to prioritize when receiving communications from multiple communication applications (Freshdesk, Slack, Teams, and email).
SME across multiple product components which is applied to support strategies.
What you’ll bring:
3+ years of experience in technical customer-focused support environment.
Foundational knowledge of IT support.
Deep understanding of technical and usability logic within a software or SaaS platform.
Intermediate Excel skills are a plus.
Positive attitude and warm personality that shines through in customer interactions
Experience in a team-oriented environment, with the ability to apply yourself independently as well
Have a “DELIGHT customer” attitude and love being a part of a close-knit team
Bachelor’s degree or equivalent experience or aptitude
Strong and proven written, verbal and presentation skills
Data-driven with the ability to identify key metrics, monitor and track performance, and make solid business decisions
Excellent time management and organizational skills
Who you are:
Delight Customers – You don’t just satisfy the customers’ needs. You see the opportunity to build deeper, longer-lasting relationships. You turn your customers into advocates.
Self-starter – You don’t need to be told what should be done. You’re able to assess a situation and take care of the responsibilities with little to no direction
Highly Curious – You ask thorough and pointed questions, guiding potential clients through needs analysis and discovery sessions to qualify the lead and drive new opportunities
Data-driven – You have the ability to identify key metrics, monitor and track performance, and make solid business decisions
Team Player with an Entrepreneurial Spirit – You come up with and are willing to try new ideas to achieve greater levels of success. You know that the effort put into a task is directly reflected in the outcome and you’re willing to go the extra mile to ensure the results are top-notch
Positive – You have a goal-oriented attitude and mentality, motivated both as an individual and as part of a team
Detail-oriented – You recognize that the small things make a big difference and you ensure nothing slips through the cracks
Growth mindset – You recognize that this role has the opportunity for growth and development. Success in this role will lead to an expansion of responsibilities and an opportunity to advance in your career
Limeade provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Limeade will provide reasonable accommodations for qualified individuals with disabilities.
This position is open to remote workers located in the United States and Canada.