Overview

Headquarters: San Francisco

URL: https://grain.co

Join our tight-knit remote team that thrives on delighting users and building a magical product that improves peoples’ lives. 

Whether you’ve done support/success at a startup before or come from an entirely different background, as a Product Specialist at Grain you’ll get the chance to help new customers get started, support existing, and contribute to our educational material.

You may enjoy this role if you:

– Get a kick every time you nail the right emoji in conversations.
– Enjoy clicking with new people when meeting them for the first time.
– Like explaining complex topics to people in a simple way.
– Can empathize with users and quickly grasp the issues they’re facing.
– Can turn customer pain points into insightful product feedback.
– Love constantly learning about a technical product, even when it’s a little out of your depth.
– Thrive in an early-stage startup environment with less stability and more ambiguity.
– Have the ambition to grow alongside the company
– Work effectively in a remote setting and are able to overlap with our core hours of 9 AM to 5 PM PT.

We are looking for someone who is:

– Clear and proficient in written communication in English.
– Charismatic when on Zoom.
– Empathetic, positive, patient, and excited to help users’ solve their pain points.
– Familiar with the American working-style & culture—as most of our customers are based in the US.
– Organized, reliable, independent, and productive.
– Excited about working in a high-growth startup.
– Looking to learn about customer experience in a hands-on manner.

You will:

– Triage and answer incoming customer inquiries via Intercom.
– Conduct onboarding calls on Zoom with new customers.
– Generate high-quality educational resources for our users and team.
– Work collaboratively with our customer experience team, product team, and engineers to understand, prioritize and implement customer feedback.
– Learn and grow with a fast-growing team.

First 3 Days

– You will meet the team!
– We will give you a deep dive of the product and how we are developing it.
– You will shadow team members as they conduct onboarding calls, engage in support conversations, and contribute to our educational material.
– You will take on your first support conversation with a customer.

First 30 days

– You will build the confidence to field most support tickets
– You will begin to contribute to product feedback
– You will have the experience to write & review new help center articles
– You will begin conducting onboarding calls with new customers
– You will begin summarizing and presenting the insights from support tickets and onboarding calls

One-year outcomes

– Your insights will have impacted the product and how customers use it.
– Your expertise in our product will empower you to teach & lead the next product specialist that will join our team.
– Your experience will enable you to grow into a more senior CX role at Grain.

One more thing…
Should you apply for this position, you’ll be redirected to Angel.co to fill the application. 
Don’t forget to tell us that you found it via WWR!

To apply: https://weworkremotely.com/remote-jobs/grain-product-specialist-cx