Senior Product Support Representative

Your Company:

As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence.

Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence.

We're working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you're ready to grow and "help the helpers" you've come to the right place.

But hey, don't take our word for it. Hear what current and former Flockers have to say about their experience.

Senior Product Support Representative

Compensation: $48,000 base and up to a 10% company bonus potential

Benefits: Health, dental, vision, Summr and Wintr breaks, paid vacation + Unlimited sick time

Your work:

Feathr Senior Product Support Representatives play a key role in client success and user experience within the Feathr app. We work closely with the Product, Implementation, Education, and Customer Success Teams to provide excellent customer care and application support to both clients and members of the Feathr flock. In addition to working one on one with clients to troubleshoot errors and issues the Support Team is responsible for managing third-party software needs for various campaign types. We maintain communication with all users to keep them informed of issues and updates within the app. We use our in-app familiarity and our customer connections to develop more streamlined user experiences. Senior Product Support Representatives work to cultivate efficient team processes and procedures, create and update internal and external help documentation, and train fellow team members in application use.  

Senior Product Support Representatives work individually but in a collaborative environment. We work together to adapt quickly to the changing needs of our customers. We are a team first and we are looking for someone who will add technical and cultural value. 

You Experience:

• 4+ years experience in customer service or technical support.
• 2+ years experience in SaaS customer service or support.
• Experience offering phone support and talking users through technical issues.
• Strong technical aptitude and computer skills. Must be comfortable working with and learning new software.

Your Qualities:

• Ability to balance multiple priorities and effectively handle changing situations.
• Not easily bothered in a fast-paced work environment with pre-defined deadlines.
• Ability to successfully follow defined processes and procedures.
• A positive and proactive problem solver
• You are customer-oriented and love helping people. You have a desire to create a top-notch customer experience.
• Sound problem-solving skills and ability to solve customer issues in an efficient and courteous manner using both written and oral communication skills.
• Strong computer skills and the ability to effectively communicate through email, chat, and phone.
• Attention to detail and exemplary documentation skills are required.
• Excellent oral and written communication skills.
• Provide feedback to management on trends and issues.
• Ability to develop and maintain new processes and workflows for evolving customer needs.

Your Day:

• Respond to inbound customer and team member questions via email, chat, and phone
• Organize and schedule calls with customers to troubleshoot and resolve issues
• Ensure high customer satisfaction in all your interactions
• Loop-in appropriate teams to customer issues or opportunities to reach out
• Update teams to ongoing technical issues and solutions
• Help define support processes and metrics
• Create and maintain support materials
• Always willing to find answers to all questions addressed to them
• Log all help desk interactions and document resolutions
• Train and mentor new Product Support Reps

Compensation:

$48,000 annual base salary with the possibility of earning up to an additional 10% of your salary per year based on companywide goals.  

In addition you'll receive health/dental/vision insurance, and other benefits like a professional development budget, office food, and social events, not to mention being a part of a supportive and motivated team.

Location:

This position is Remote to candidates located in Eastern and Central time zones or with the option to work from our headquarters in Gainesville, FL.  If you aren’t familiar, Gainesville is a hip, mid-sized city with a highly innovative population and an attainable standard of living.

Interview Process:

As a part of our commitment to creating a fair, equitable, and positive interview experience for all candidates, we offer full transparency of our interview stages to give applicants an idea of the time and effort involved. Additionally, each interview stage consists of standardized questions and rubrics with a scoring system to ensure a consistent and fair assessment practice of all candidates. 

HR Information Screen - The Talent Acquisition Team will invite candidates that move forward to a 15-20 minute virtual interview. This conversation will be focused on relevant work experience, compensation, role overview, and answering any questions the candidate has.

Work Assignment - Candidates will be given a work assignment prompt to complete a project that is relevant to the work they can expect in the role. The completion of the assignment should not take more than 90 minutes, and candidates are given multiple days to work on the project.

Panel Interview - 60 minute interview with two to three key members of the team. This interview will dive deeper into the role, technical knowledge, and requirements of the position.

Offer - The Talent Acquisition Team will reach out with the details of the offer to discuss with the candidate.

This is also the opportunity for candidates to provide any additional information or context if there are concerns surrounding their background check. Feathr believes candidates that have made it to this point in the interview process are truly talented individuals, and so we are open to dialoguing background screens before turning away candidates that have consistently excelled through the interview process.

Interviewing at Feathr

We've prepared a comprehensive candidate resource that provides valuable insights and tips for interviewing at Feathr. It covers everything from common interview questions to helpful advice on how to make the most of your interview experience with us. Access the resource here.

We encourage all applicants to take advantage of this resource to help prepare for their interviews and gain a deeper understanding of what to expect when applying to join our Flock.

Accommodations

If you require accommodations or assistance during the application or interview process due to a disability, please submit a request via this Candidate Reasonable Accommodation Request Form.

Benefits & Perks

We love our Flock and the work they do! But let’s be honest, life isn’t just about work. So we created a perks and benefits package that aims to help our team grow by including their wellness, families, passions, and personal time. 

• Full vision and dental, 99% health insurance
• Flexible Work Schedule
• Unlimited sick time for when you need to take care of your physical or mental health
• Vacation Time
• Extended Summr + Wintr Breaks
• Parental Leave
• Wellness Reimbursement Credit
• Home Office Stipend
• Professional Development Budget
• Team hangouts and events

You can read more about Feathr's decision to move to a 4-day workweek here.

Culture:

Feathr defines culture as the secret sauce that makes our flock members want to come to work everyday and do their best work. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have. 

• Practicality: Am I incrementally improving something or delaying perfection?
• Ambition: Am I staying in my comfort zone as opposed to learning and communicating what is necessary to solve
• the real challenges?
• Clarity: Is my audience understanding what I’m communicating?
• Trust: Am I being sincere and trusting others to do the same?
• Service: Am I expecting more from myself than from others?

This acronym is only as useful as the integrity of the people who reference it and believe in it. Every person at Feathr will face challenges, the most important quality is a commitment to work through those challenges with self-awareness and honesty. 

Feathr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. So, however you identify and whatever background you bring with you, if you think you’d drive value in this position, please apply.