Product support specialist

25 days ago
Full time role
In-person · San Francisco, CA, US... more

About Watershed

Watershed is the enterprise sustainability platform. Companies like Airbnb, Carlyle Group, FedEx, Visa, and Dr. Martens use Watershed to manage climate and ESG data, produce audit-ready metrics for voluntary and regulatory reporting including CSRD, and drive real decarbonization. We are looking for team members who love product-building, want to work hard at a mission-oriented startup, and will collaborate with us in shaping the culture of a growing team.

We have offices in San Francisco, New York, London and Sydney, and remote team members across the US and Europe. We hope that you'll be interested in joining us!

The role

We are looking for an organized, experienced, and highly motivated Product support specialist to be an early member of the fast-growing support team at Watershed. This will be our 2nd Support hire in the SF office, 6th member of the overall Support team. In this role, you will be responsible for providing our customers with consistently high-quality customer support and product education. You will respond to, research, reproduce, and resolve questions and issues related to our customers’ usage of the Watershed platform, while also serving as a customer advocate by providing internal feedback to inform product improvements and new features.

You will:

  • 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 of responses, and overall customer experience.
  • Partner with our growing Support team to refine workflows and playbooks for how Support operates within Watershed and customer journeys — and contribute to standardized resource materials (e.g. knowledge base content, support email templates) for you and your fellow team members to leverage.
  • Educate customers on usage of our platform and advocate for customer needs internally — with a goal of continually improving the customer experience.
  • Be empowered to think independently, creatively, and critically — going above and beyond to deliver the right solution for each individual customer.
  • Liaise with team members across the Watershed ecosystem (Engineering, Product, Sales, Customer Success, Climate Services, and more) to drive positive outcomes for every customer.
  • Explain the technical details of carbon accounting and emissions measurement methodology — and how it applies to an individual customer’s business operations.

You might be a fit if you:

  • Have 1-2 years in a B2B/SaaS customer support environment.
  • Have a strong sense of customer empathy, always remaining laser-focused on the customer’s needs.
  • Have experience using Support ticketing software, Notion, and Linear (or similar).
  • Are an excellent verbal and written communicator. You can readily explain complex topics to technical and non-technical audiences alike.
  • Have strong interpersonal skills, allowing you to function within a team and to build relationships with customers and other stakeholders across Watershed.
  • Are organized, systematic, and efficient. You thrive in a high-volume, evolving environment with a proven ability to multi-task, prioritize, and manage time autonomously.
  • Are solution-driven and won't rest until you get to the root of an issue.
  • Are curious, and enjoy learning new things. You’re excited by the challenge of learning more about the sustainability space.

At Watershed, we strive to design consistent, fair, and competitive compensation programs. The total cash compensation range may be inclusive of several levels at Watershed and final offer will be determined by a number of factors, including the candidate’s skills, capabilities, and location, as well as scope of the role.

The anticipated cash compensation range is in addition to a total rewards benefit package including equity, health/dental/vision insurance, 401(k), unlimited paid time off, paid parental leave, fertility, and mental health programs etc. 

Salary Range
$67,500—$75,000 USD

 

FAQ

Where does Watershed work?

We have hub offices in San Francisco, New York and London, and some remote team members in the US and EU. Most of our jobs need to be in San Francisco / New York / London, but certain jobs are open to being remote and will be specifically noted on the jobs page and in the job description.

What’s the interview process like?

It starts the same for every candidate: getting to know the team members through 1 to 2 conversations about Watershed, your experience, and your interests. Next steps can vary by role, but usual next steps are a skill or experience screen (e.g. a coding interview for an engineer, a portfolio review for a designer, deeper experience call for other roles) which leads to a virtual or in person interview panel after that if the screens go well. We prioritize transparency and lack of surprise throughout the process.

Please note Watershed will only conduct interviews via official company channels (Google Workspace, Zoom). We do not use platforms such as Signal, WhatsApp, etc. to conduct official interviews nor to complete any part of our onboarding process. If you are reached out to on these platforms from anyone claiming to be from Watershed please let us know.