Similarweb is the leading digital intelligence platform used by over 3500 global customers. Our wide range of solutions power the digital strategies of companies like Google, eBay, and Adidas.
We help our customers succeed in today's digital world by giving them access to data-driven insights, competitive benchmarks, strategic analysis, and more.
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In 2021, we went public on the New York Stock Exchange, and we haven't stopped growing since!We are looking for a Product Support Specialist - Tier 2 (Maternity leave replacement), to join the product support team, reporting to our Director of product support.
The Product Support Specialist position sits at the heart of Similarweb, interfacing on a day to day basis with many divisions of the company. Our Product Support Team has two tiers, with Tier 2 being the escalation point for Tier 1.
Hours: Monday - Friday (no shifts, no work on Shabbat)
As a Product Support Specialist at Similarweb, you will:
- Provide our customers with high quality personlized support primarily by email (with occasional video chats), fostering close customer relationships.
- Provide internal support to Similarweb employees who have issues or questions with Similarweb products.
- Act as an escalation (for our Tier 1 team) for bugs, data inquiries, and advanced product questions.
- Become an expert user of all Similarweb products, providing support for general product education questions.
- Work directly with the Product and R&D teams for bugs and other escalations, with the ability to make prioritization decisions when there are multiple ongoing issues.
- Acquire advanced knowledge of our data methodology in order to handle complex data questions
- Provide feedback to our Product team by communicating ideas that would improve the use of the product for our customers as well as providing them with ideas for new functionality.
What will I bring to the team?
- At least 1 year of customer-facing experience (account management, client onboarding, customer support, or similar roles).
- At least 1 year of experience working directly with software (SaaS preferred) or in the digital marketing field
- Native-level English and exceptional verbal and written communication skills
- Internet & tech savvy
- Analytical mindset
- Critical thinking and problem solving skills
- Professionalism, and strong ability to work in a team environment
- Creative skills, bringing new ideas to the team
- Highly service-oriented with customer-facing skills
It's a plus if you have:
- A strong understanding of the digital marketing space
- Experience with Excel, JIRA, Zendesk or other support ticketing systems
- Experience with Similarweb or other SaaS platforms
- Data analysis skills
- Bilingual language skills
Why you'll love being a Similarwebber:
- You'll actually love the product you work with: Our customers aren't our only raving fans. When we asked our employees why they chose to come work at Similarweb, 99% of them said "the product." Imagine how exciting your job is when you get to work with the most powerful digital intelligence platform in the world.
- You'll find a home for your big ideas: We encourage an open dialogue and empower employees to bring their ideas to the table. You'll find the resources you need to take initiative and create meaningful change within the organization.
- We offer competitive perks & benefits: We take your well-being seriously, and offer competitive compensation packages to all employees. We also put a strong emphasis on community, with regular team outings and happy hours.
- You can grow your career in any direction you choose: Interested in becoming a VP or want to transition into a different department? Whether it's Career Week, personalized coaching, or our ongoing learning solutions, you'll find all the tools and opportunities you need to develop your career right here.
- Diversity isn't just a buzzword: People want to work in a place where they can be themselves. We strive to create a workplace that is reflective of the communities we serve, where everyone is empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity and experience. We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day.
We will handle your application and information related to your application in accordance with the Applicant Privacy Policy available here.
