Product Support Specialist

We’re big believers in the power of IRL, so for most roles we ask Campers to work from their local Culture Amp office an average of 2 days a week to unlock connection, pace and culture together. Join us on our mission to make a better world of work. Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day. Culture Amp is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company. For more information visit cultureamp.com . How you can help make a better world of work Culture Amp is looking for a Product Support Specialist to join our Melbourne-based team for coverage of the Australian Eastern Timezone. As part of one global team, our Product Support Specialists play a critical role in supporting all customers in their use of Culture Amp and deliver a personalised, Culture First experience to those users in their time of need. In this role, you will apply your experience in customer support/service, technical know-how, and curiosity to guide customers on the use of the Culture Amp platform and step in to investigate instances of unexpected behaviour. As part of this team of amazing humans, You will Serve as the first point of contact for our customers around the world that reach out to us via our support channels (email, chat, video conference) Answer all questions related to the Culture Amp platform and escalate when necessary - we receive around 4,000 emails and 4,000 chats per month - you’ll be busy! Educate and empower our customers to be better Culture Amp users and become People Geeks Serve as an internal resource for all departments and help them be successful - this might look like responding to “quick questions” in Slack or even joining a virtual meeting to serve as the product expert Be responsible for ensuring that customer data is handled securely - we are gatekeepers and manage internal requests for access to accounts by other team members at Culture Amp. Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers’ challenges Partner with the Customer Organisation across multiple time zones (we are a globally distributed team) to continuously improve our customer experience as our customer base grows You have Soft Skills You enjoy interacting with people and building relationships with customers You are able to empathise with customers in a genuine way that lets them know you care about their issues You have the ability to explain technical issues in simple terms You know when to ask open-ended questions vs. close-ended questions to best understand an issue You are professionally self-directed and self-motivated You are naturally curious and love to learn. The more technical the better! Experience You have been a member of a globally distributed team supporting a SaaS product or similar experience in a customer-facing role You have ideally used help desk systems (Intercom, Zendesk, Freshdesk, Help Scout, etc.) as your primary tool in previous roles You are no stranger to helping multiple customers at once in a high-velocity service environment. You have a technical understanding of how Email, Single Sign-On, and SFTP work (not necessary but comes in handy!) You have familiarity with using AI in the workplace as part of your daily tools to improve your productivity. Note: Office expectations for this role is 1 day within our Richmond, Melbourne office. You have the flexibility to choose the day that works best for you! Perks & Benefits At Culture Amp, our people are at the heart of our success. We offer competitive pay and a total rewards package designed to support you at work and in life. This includes: Equity through our Employee Share Option Program, so you can share in our long-term success Learning programs and coaching to help you thrive and grow Quarterly refresh days, an extended end-of-year break and a monthly allowance to support your wellbeing and lifestyle Inclusive parental leave from day one A MacBook and budget to set up your home workspace, enabling flexibility Five annual social impact days to to give back to causes that matter to you Medical insurance coverage for you and your family (Available for US & UK only) Our rewards are designed to support different needs and life stages, recognising that what matters most can vary from person to person. Research shows that candidates from underrepresented backgrounds may hesitate to apply if they don’t meet every requirement, but your unique experience matters. If you’re interested in joining us, we strongly encourage you to apply and help us build a more diverse and impactful team. Accommodations & Data Privacy If you require reasonable accommodations or adjustments due to a disability to complete the online application or to participate in the interview process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly. Culture Amp will retain your CV & personal information for a period of two years (four years for the US) from the date of your application process completion. Culture Amp may contact you in relation to future job opportunities during this time period. For further information please see our privacy policy here or contact [email protected] .