Product Support Specialist
Album VC is a venture capital firm that invests in early-stage technology startups, with a portfolio spanning 2014 to 2026. It backs SaaS and enterprise software companies across sectors such as analytics, legal tech, fintech, HR, and consumer products.
About Album VC
Album VC is an early-stage technology venture capital firm with a long track record dating back to 2014. Its portfolio includes dozens of companies such as Filevine, Podium, Limble CMMS, Weave, TaxBit, Owlet, SalesRabbit, ObservePoint, and many others spanning enterprise software, SaaS, fintech, legal tech, and consumer technology. The firm's team includes partners Diogo Myrrha, John Mayfield, and Sid Krommenhoek, along with Wilson Sivertson in finance. Album VC supports its portfolio companies' growth, including hosting a shared jobs board where its portfolio companies list open roles across engineering, sales, and operations functions.
Skills
About the Role
You will work with Podium customers to answer how-to questions and troubleshoot the Podium platform. When customers have questions, you'll have answers! You'll deliver a human-first experience and resolutions for customers through voice and written interactions across chat, email, phone, and Podium tools in a timely and accurate manner. You'll become an expert in Podium products, both at a technical and customer use-case level. You won't stop at a simple resolution, but will look for opportunities to help customers maximize their value from Podium, finding new ways to work smarter and delight customers. You'll work with Podium to increase organizational efficiencies, share feedback, and help others work smarter while driving customer value higher. You'll collaborate with departments like Sales, Onboarding, Account Management, and Retention to increase customer engagement and contribute to retaining customers long term.
Requirements
- Must speak English fluently
- Must be geographically based in Guatemala City, Guatemala
- 2-3 years of providing Software-as-a-Service (SaaS) customer support to businesses
- Demonstrated background of providing support for multiple online software or SaaS products and/or IT experience
- Experience building best practices geared towards support quality and efficiencies
- Ability to balance working independently and through ambiguity while contributing to improving customer satisfaction
- Multiple examples of prioritizing for highest impact/value work amongst competing priorities or demands
- Familiarity with basic web technologies (HTML, CSS, JSON, JavaScript)
- Familiarity with navigating and working with multiple support systems (Salesforce, Twilio, ServiceNow, Zendesk, Freshdesk, Service Cloud, LiveAgent, Intercom, etc)
Responsibilities
- Answer how-to questions and troubleshoot the Podium platform for customers
- Deliver human-first support and resolutions through chat, email, phone, and Podium tools
- Become an expert in Podium products at a technical and customer use-case level
- Look for opportunities to help customers maximize their value from Podium
- Work to increase organizational efficiencies and share feedback
- Collaborate with Sales, Onboarding, Account Management, and Retention teams to increase customer engagement
- Resolve tickets and manage case volume
- Maintain customer satisfaction and quality of customer interactions
Benefits
- Bono 14 and Christmas bonus
- 13 paid holidays throughout the year