Product Specialist (Cx)

Grain

Date listed

1 month ago

Remote

Yes

Keywords: remote

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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