Product Support

As a member of the Product Support team focused on our native products, you will troubleshoot and analyze customer emails and live chats to provide them with an effortless customer experience. You should be driven to help customers and have the curiosity to dive deep into an ever-changing product to learn it inside and out. Providing a Buildout Quality customer experience requires empathy, initiative, and a growth mindset. You will deliver an exceptional customer experience through one-on-one interactions in the support email queue, live chat sessions, or phone calls. Based on the customer’s specific need, you will decide what method of communication will be most helpful for the customer, whether that means sending them links to Help Center articles, creating personalized visual instructions with GIFs or screenshots, transferring them to a live chat, or setting up a screen-share session. You’ll collaborate with other departments including Product and Development, on behalf of our customers, to resolve and escalate issues, gather feedback to improve the product, or QA new features. You’ll educate and empower our customers to become more comfortable using the platform. You’ll actively listen to our customers in order to provide solutions which address their root problems.