Product Support Specialist

Job Description

Mailchimp is a leading marketing platform for small business. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaign, CRM, and analytics tools.

Mailchimp’s Product Support Team works around the clock to help empower our users all over the world via chat, email, and phone support. Our Product Support Specialists are extremely smart and slightly quirky, and we’re looking to grow our team. You will be interacting with our diverse user base every single day and assisting with their questions and challenges. You are a self-starter, with excellent communication skills and a knack for connecting with others. You are passionate about helping others, strive to provide extraordinary support, and flourish in a fast-paced collaborative team environment. Tech-savviness is great, but more important is a willingness to grasp the ins-and-outs of the Mailchimp application, a strong desire to learn new things, and comfort giving and receiving feedback. You will also assist in the process of identifying bugs, providing feedback, and improving our app. If this sounds like you, we would love to hear from you!

What you’ll do here:

• Engage with customers and troubleshoot issues through chat, email, and phone channels
• Diagnose and troubleshoot advanced technical issues varying in complexity and determine the appropriate course of action
• Ask customers targeted questions to quickly understand the root of the problem
• Meet internal Service Level Agreements and Key Performance Metrics
• Be an escalation point for our Representatives working through advanced technical issues
• Prioritize and manage several open issues at one time
• Recognize trends with reported issues and communicate them to appropriate internal teams
• Partner and collaborate with leadership on strategic projects as needed
• Travel — 0%.
• Supervisory responsibilities —as an IC level role, this position does not have direct reports.

We’d love to hear from you if you:

• Have a Bachelor’s degree or relevant work experience
• Have 3+ years of experience in a Tier II or higher customer facing role for a SasS technology company
• Have proven work experience as exceptional technical support professional
• Have the ability to address complex topics with ease and rarely require escalation.
• Have excellent problem-solving and communication skills, both written and verbal
• Have the ability to empathize with customers and convey confidence
• Are comfortable working in cross-functional collaboration with Product, QA, Engineering, and Technical Content Teams.
• ​Have the ability to be resilient and adaptable to a dynamically changing business and product
• Are self motivated and internally driven
• Are trustworthy, reliable with a high level of integrity
• Are customer obsessed
• Bonus points for:
• Experience working in a remote environment
• Familiar with helpdesk software (eg. Zendesk)
• Familiar with API’s and coding languages like Javascript and Python
• Background in Information Technology, Computer Science or relevant field

How you’ll work: Our Core Leadership Behaviors are the observable and measurable leadership actions and skills that contribute to our effectiveness and success in our roles at Mailchimp. They determine how we do our jobs and how we meet our goals, enabling us to bring out the best in each other and execute on our strategic plans to deliver for our customers.

• Thriving in Complexity: You unravel and make sense of potentially sophisticated, incomplete, and contradictory information to effectively solve problems.
• Nimble Learning: You tackle problems with experimentation, using successes and failures to inform future decisions
• Expecting the best: You hold yourself and others accountable to meet commitments
• Collaborating Courageously: You build partnerships across the company and work collaboratively with others to meet strategic goals
• Cultivating Candor: You act with integrity and earn the confidence and trust of others through honesty and authenticity
• Inclusive Leadership: You recognize the value diversity brings to our organization and leverages different perspectives to enhance organizational culture and drive performance
• Customer Obsessed: You listen hard to customers, understand their challenges, develop relationships with them, and deliver products that remove their obstacles
• Action Oriented: You initiate new opportunities and face tough challenges with a sense of energy, enthusiasm and service

Curious how hiring has shifted at Mailchimp due to Covid-19? Click here to find out more!

Mailchimp is an all-in-one marketing platform for growing businesses. Mailchimp empowers millions of customers around the world to start and grow their businesses with world-class marketing technology, award-winning customer support, and inspiring content. Millions of businesses and individuals—from community organizations to Fortune 100 companies—trust Mailchimp to help them connect with their audience with the right message, at the right time, in the right place.

Founded in 2001 and based in Atlanta with offices in Brooklyn, Oakland, Vancouver, London, and Santa Monica, Mailchimp has 1,200+ employees. Through Intuit, we offer employees competitive compensation, best in class perks and benefits . We hire collaborative, customer obsessed problem solvers and give you ample opportunity to grow and succeed. Find Mailchimp on social .

Mailchimp is an equal opportunity employer, and we value diversity at our company. We don't discriminate on the basis race, color, citizenship status, national origin, ancestry, sex, gender (including gender expression and gender identity), sexual orientation, age, weight, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, genetic information, or any other factor protected by federal, state or local law. Mailchimp also prohibits harassment of applicants and employees based on any of these protected categories, and complies with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions.

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