Product Expert (Tier 1)

Product Expert (Tier 1) About Us: The Company : Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices. The Product : Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more. About the Role: You’ll become a subject matter expert on multiple applications and provide exceptional customer service to both technical and non-technical customers. Your responsibilities include responding to customers in a timely, efficient, accurate, and empathetic manner, while supporting a wide range of technologies. You’ll investigate application issues and resolve customer problems using exceptional critical thinking and adhering to our established processes. Additionally, you’ll contribute to internal documentation to develop best practices, enhance team processes, and facilitate peer-to-peer training. Reassigning or escalating cases as needed will also be part of your role. About You: To excel in this role, you’ll: Possess a minimum of 2 years' experience working in customer service or support roles Demonstrate technical proficiency with a solid understanding of HTML and CSS Showcase previous experience in the SaaS, Ecommerce, or Marketing industry Excel at investigating, troubleshooting, and resolving complex issues with your advanced problem-solving skills Be an excellent communicator, well-organized, and patient, adapting effortlessly to various customer situations Why Us: Don’t just take our word for it - hear what your future colleagues have to say about working in our team: " Working as a Product Expert at Dotdigital has been nothing short of an incredible experience. Working with the team is a delight every single day. Not only do we have a lot of laughs together, but we have everything we need to grow as both individuals and as a team. Whether it’s the ongoing help and support from management, or the copious amounts of training we have access to, there is a real sense of encouragement within the team to be the best we can be. I could not be prouder to work with such a brilliant bunch of people!" ~ Gemma Irish, Product Expert (Tier 1) Interview Process: 15min Screening Call with Team Talent Stage 1 interview (virtual) with Manager (Greg Forster) and Lead (Gemma) Stage 2 interview (virtual) with the Director (Mark) Authenticity in Our Hiring Process At Dotdigital, we believe in genuine conversations and authentic expertise. While AI can be a valuable and legitimate tool in many contexts, we ask candidates not to use AI-generated content or live AI assistance at any stage of our recruitment process, including applications, assessments, and interviews. We appreciate your cooperation in helping us keep our hiring process fair, transparent, and focused on real human insight. DEI commitment: As an equal opportunities employer we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. If you have any additional requirements or adjustments to assist an application then please don't hesitate to contact us and advise us how we can best support you. Legal statement: No agencies/recruiters please. We are only accepting applications directly from the applicants. If you are a recruiter, please refrain from reaching out to our staff about this position. Anything contrary will be treated as unsolicited approach under the applicable data protection law. Department Product & Technology Locations South Africa Remote status Fully Remote South Africa Workplace & Culture It all started in a pub in Croydon, UK – we even have the original tables and stools in our London Bridge HQ. Today, we’re a growing global business with 350+ employees and counting. So if you’re interested in becoming part of the dotfamily there may be an opportunity for you. About Dotdigital Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. Founded in 1999 Co-workers 400+