Product support specialist

The role

You will provide high-quality customer support and product education for the Watershed platform. You will respond to, research, and resolve customer issues while advocating for customer needs to inform product improvements.

What you will do

• Assist customers in solving problems related to product features, platform usability, technical issues, product performance, and time-sensitive inquiries.
• Exceed client expectations on response quality, timeliness, and customer experience.
• Partner with the Support team to refine workflows and playbooks.
• Contribute to standardized resource materials like knowledge base content and internal playbooks.
• Educate customers on platform usage.
• Advocate for customer needs internally to improve customer experience.
• Liaise with Engineering, Product, Sales, Customer Success, and Sustainability Services teams.
• Explain technical details of carbon accounting and emissions measurement methodology.

Required qualifications

• 1-2 years in a B2B/SaaS customer support environment.
• Experience using support ticketing software, Notion, and Linear (or similar).
• Excellent verbal and written communicator.
• Strong interpersonal skills.
• Organized, systematic, and efficient.
• Ability to multi-task, prioritize, and manage time autonomously.
• Solution-driven.
• Curious and enjoys learning new things.

About the company

Watershed is an enterprise sustainability platform used by companies to manage climate and ESG data and drive decarbonization.