Remote job description

Pitch is the collaborative presentation software for modern teams. We're focused on making it fast and delightful for teams to create and deliver beautiful presentations, and easy for anyone to find inspiration from templates crafted by experts. Since we launched Pitch publicly in October 2020 and raised our Series B funding in 2021, over 100,000 teams have adopted Pitch as their presentation software of choice, including top brands like Intercom, Superhuman, and Notion.

Founded by the team that created Wunderlist, Pitch makes it easy for teams to work together to develop beautiful presentations. Our community support team is growing and and we're looking for an experienced product support specialist to help us answer a wide range of questions, troubleshoot technical issues, and share the voice of voice of the customer internally.

You'll provide fast, effective, and high-quality customer support to customers across the world and provide helpful tips and guidance on how to use Pitch. If you have a natural affinity to help others, and are eager to work with a remote team and a global community, we'd love to talk to you!

What you will do

  • Create an excellent customer experience by responding to Pitch users in a way that shows you're knowledgeable, friendly, and empathic to their challenges.
  • Manage multiple customer support channels to respond to customers, incl. Intercom messenger, emails, and video calls as needed. You will also respond to questions on social media channels.
  • Become the expert on billing-related questions and act as the internal point of contact between support and the product team that manages our payment system. You might take on additional relationships with other product teams later on.
  • Efficiently triage and report product bugs and escalate urgent issues to our developers.
  • Regularly review open issues reported by customers and assign priorities in collaboration with product and engineering teams.
  • Proactively update and further develop support training material and internal workflow documentation.
  • Highlight user feedback for the wider team and actively influence the product roadmap.
  • Collaborate in cross-functional projects to continuously improve the user experience.
  • Contribute to tooling and process improvements in order to enable support at scale.

What you should offer

  • You have at least 3 years of relevant professional experience, including 1+ years of providing billing support, ideally in a B2B or tech environment.
  • You thrive on day-to-day interactions with users, problem solving, and bringing their feedback constructively into the company.
  • You have experience helping customers with questions about their invoices, payment methods, refunds etc. and have ideally worked with Stripe already.
  • You have a good technical understanding of software products, and are able to conduct initial investigations and troubleshoot complex situations with customers on your own.
  • You're familiar with support and community tools and their integrations, and have worked with ticketing systems, communication platforms, or CRMs like Intercom and Hubspot.
  • You have excellent written and verbal communication skills.
  • You're a self starter, work independently, and know how to prioritize and organize your tasks.
  • You love working remotely and have experience working with distributed teams across different timezones.

Curious what it's like to work at Pitch? Find out more about how Pitch operates as a remote-first company through using powerful collaboration tools and dogfooding our own products!

Pitch was founded in Berlin, but as a remote-first company, our team works together from all over the world. With that mindset, we're building an inclusive workplace that invites diverse perspectives, and values talent from diverse personal and professional backgrounds.

Sounds like a good fit? Join us on our mission to enable every team's best thinking - we look forward to hearing from you!

Not quite sure whether that's a role for you? No problem! If you can't find any open role that caught your eye, but are interested in working at Pitch, you can always submit your resume here. We will follow up as soon as we open up a position that matches your skillset and aspirations!

Company name: Pitch
Remote job title: Product Support Specialist
Job tags: saas / subscription, business services

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