Product Support Specialist

About this role

As a Product Support Specialist, you'll be the direct connection between our customers and the teams who build AllTrails. You'll listen closely to understand what users are experiencing, help resolve their issues efficiently, and make sure the root causes get in front of the right people; whether that's Product, Engineering, Marketing, Analytics, or Trail Data Operations. You'll report to the Head of Customer Support and help every user get the most out of AllTrails.

• Troubleshooting and resolving customer issues across iOS, Android, and web; digging into app behavior to find real answers
  
  

• Working with a close-knit team to identify trends, bugs, and escalate priority issues that need immediate attention
  
  

• Serving as the voice of our community and championing feature requests to the Product team
  
  

• Reproducing and documenting bugs to help Engineering triage and resolve issues

• Experience working in technical or software support
  
  

• Ability to manage a high volume of tickets while still making every customer feel heard, utilizing exception time management and high empathy
  
  

• The desire to go above and beyond to help customers achieve the best experience
  
  

• Experience collaborating with Product, Engineering, and Marketing stakeholders to communicate issues
  
  

• Excellent written and verbal skills; ability to explain complex, technical concepts in a simple manner
  
  

• A natural, deep curiosity that drives you to learn, investigate, constantly ask why
  
  

• Humility, empathy and open-mindedness - no egos
  
  

• Ability to communicate in French, Spanish, Danish and/or Dutch
  

• Familiarity with Zendesk, Jira, Ada
  
  

• Experience in working with a Support AI Bot
  
  

• Experience contributing to publicly facing support content (eg Help Center)
  
  

• Familiarity with the mapping application ecosystem
  
  

• Passion for the outdoors

• Competitive and equitable compensation, including ownership through equity and performance-based bonuses
  
  

• Comprehensive health, dental, and vision coverage to support your physical and mental well-being
  
  

• Unlimited PTO in addition to company holidays
  
  

• Dedicated time once a month to test and improve our product through company-wide no-meeting days
  
  

• Fully paid parental leave to birthing and non-birthing parents
  
  

• 401k Match & access to financial wellness resources through Origin
  
  

• Remote work stipend to help you design a comfortable and productive home office
  
  

• Annual learning stipend to invest in your long-term professional growth and skills
  
  

• Exclusive discounts on our subscriptions and merchandise for you and your friends & family
  
  

• An authentic investment in you as a human being and a professional—we value your identity as much as your output