Senior Product Support Specialist

Pitch is the collaborative presentation platform for modern teams. With a focus on real-time collaboration, smart workflows, and intuitive design features, we make it fast and delightful for teams to create and deliver beautiful presentations. Our presentation and template galleries give everyone the ability to publish their own standout work, learn from one another, and find the creative spark for their next presentation. Tens of thousands of teams have made the switch to Pitch, including top brands like Intercom, Superhuman, and Notion. We've raised over $135 million to date, and have been recognized by FT-backed Sifted as Europe's Top B2B Soonicorn in 2022. And we're just getting started.

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 looking for an experienced product support specialist to answer a wide range of questions, troubleshoot technical issues, and share the voice of the customer directly with our product teams.

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're interested to help us scale our operations as our customer base continues to grow, 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!

Although this is a fully remote role, we are looking for a team member who can support customers outside of central European working hours (3pm CET onwards). This team member should therefore ideally be located in North or Latin America. If you are not located within this timezone, your application will unfortunately not be considered at this time.

What you will do

• Create an excellent customer experience by responding to Pitch users on various channels (messenger, emails, video calls, social media) in a way that shows we're knowledgeable, friendly, and empathic to their challenges.
• Act as the internal point of contact between support and some of our product teams. Prepare documentation for new feature releases, engage our community on Slack and help coordinate beta programs, and share relevant customer feedback.
• Efficiently triage and report product bugs, help prioritize tickets, and escalate urgent issues to our developers. Coordinate communication between multiple teams and high-profile customers during incidents.
• Further develop our self-service resources such as the help center and bring in creative ideas on educating customers in order to reduce the need to contact support.
• Proactively update and further develop support training material and internal workflow documentation. You'll lead some trainings too.
• Contribute to cross-functional projects to continuously improve the user experience.
• Help identify required tooling and process improvements in order to enable support at scale. You'll also own the maintenance of some of the tools we're using in the support team.
• Depending on your profile, there is opportunity to take over tasks to ensure the day-to-day support operations are running smoothly, for example scheduling and ensuring coverage, new hire training, quality reviews, and company-wide reporting on trends and insights.

What you should offer

• You have at least 5 years of relevant professional experience, including customer support or technical support, ideally in a B2B or tech environment.
• You love bringing customer feedback constructively into the company. You have worked directly with product teams and are able to highlight customer challenges in a way that leads to positive impact.
• You have a solid technical understanding of software products, and are able to conduct investigations and troubleshoot complex situations with customers. You're detail-oriented and like to dig deep into trends and patterns.
• You generally care about people and want to help others on the team succeed in their roles. Leadership experience is beneficial but not required. Maybe you were acting as a team lead, mentoring others, helping with recruiting and onboarding, being in charge of training and quality programs, or coordinating cross-functional projects.
• You're familiar with support KPIs and make data-driven decisions whenever possible.
• You're familiar with support and community tools and their integrations, and have worked with ticketing systems, customer communication platforms, or CRMs.
• You are comfortable working remotely and have experience working with distributed teams across different timezones. You are available Mondays to Fridays from approx. 3pm CET (9am EST) onwards.
• You have excellent written and verbal communication skills, and lots of empathy.
• 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. For more specifics on how we honour our commitment to diversity in our hiring process, check out our Recruiting D&I Pledge.
• 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!