Product Support Representative I

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 Customer Support Team works around the clock to help and empower our users all over the world via chat, email, and phone support. Our support agents are extremely smart and slightly weird, and we’re looking to grow our team. You will be interacting with our diverse user base every single day 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 app, 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!

Responsibilities

• Engage with customers and troubleshoot issues through chat, email and phone channels
• Diagnose and troubleshoot 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
• Prioritize and manage several open issues at one time
• Properly escalate unresolved issues to appropriate internal teams
• Recognize trends with reported issues and communicate them to appropriate internal teams
• Partner and collaborate with leadership on strategic projects as needed

Requirements

• Bachelor’s degree or relevant work experience
• 3+ years of experience in a customer facing role for a SaaS technology company
• Proven work experience as exceptional technical support professional
• Ability to diagnose and troubleshoot technical issues
• Excellent problem-solving and communication skills, both written and verbal
• Ability to empathize with customers and convey confidence
• Resilient and adaptable to a dynamically changing business and product
• Self motivated and internally driven
• Trustworthy, reliable with a high level of integrity
• Customer obsessed
• Bonus points for:
• Experience working in a remote environment
• Familiar with helpdesk software (eg. Zendesk)
• Background in Information Technology, Computer Science or relevant field

At Mailchimp, we understand that experience comes in many forms. We don’t just accept differences, we celebrate them, support them, and hire peeps from a wide variety of backgrounds because it makes our company stronger. We’re dedicated to adding new perspectives to the team - so if your experience aligns with what we’re looking for (even if you don’t check every single box), please consider applying!

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 .

Vaccination Policy: We are requiring that employees who come onsite be vaccinated. Unless prohibited by applicable law, full vaccination against COVID-19 is a requirement for any position at Mailchimp/Intuit that necessitates coming onsite and/or in-person business activity. Qualified applicants who would like to request an accommodation (exception) on the basis of a qualifying medical condition/disability or sincerely-held religious belief should contact [email protected] .

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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