Product Specialist (CX)
Grain
Join our tight-knit remote team that thrives on delighting users and building a magical product that improves peoples' lives. Whether you've done support/success at a startup before or come from an entirely different background, as a Product Specialist at Grain you'll get the chance to help new customers get started, support existing, and contribute to our educational material.
You may enjoy this role if you:
- Get a kick every time you nail the right emoji in conversations.- Enjoy clicking with new people when meeting them for the first time.- Like explaining complex topics to people in a simple way.- Can empathize with users and quickly grasp the issues they’re facing.- Can turn customer pain points into insightful product feedback.- Love constantly learning about a technical product, even when it’s a little out of your depth.- Thrive in an early-stage startup environment with less stability and more ambiguity.- Have the ambition to grow alongside the company- Work effectively in a remote setting and are able to overlap with our core hours of 9 AM to 5 PM PT.
We are looking for someone who is:
- Clear and proficient in written communication in English.- Charismatic when on Zoom.- Empathetic, positive, patient, and excited to help users' solve their pain points.- Familiar with the American working-style & culture—as most of our customers are based in the US.- Organized, reliable, independent, and productive.- Excited about working in a high-growth startup.- Looking to learn about customer experience in a hands-on manner.
You will:
- Triage and answer incoming customer inquiries via Intercom.- Conduct onboarding calls on Zoom with new customers.- Generate high-quality educational resources for our users and team.- Work collaboratively with our customer experience team, product team, and engineers to understand, prioritize and implement customer feedback.- Learn and grow with a fast-growing team.
First 3 Days
- You will meet the team!- We will give you a deep dive of the product and how we are developing it.- You will shadow team members as they conduct onboarding calls, engage in support conversations, and contribute to our educational material.- You will take on your first support conversation with a customer.
First 30 days
- You will build the confidence to field most support tickets- You will begin to contribute to product feedback- You will have the experience to write & review new help center articles- You will begin conducting onboarding calls with new customers- You will begin summarizing and presenting the insights from support tickets and onboarding calls
One-year outcomes
- Your insights will have impacted the product and how customers use it.- Your expertise in our product will empower you to teach & lead the next product specialist that will join our team.- Your experience will enable you to grow into a more senior CX role at Grain.
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