Grain: Product Specialist (CX)

Headquarters: San Francisco

URL: https://grain.co

Join our tight-knit remote team that thrives on delighting users and building a magical product that improves peoples’ lives. 

Whether you’ve done support/success at a startup before or come from an entirely different background, as a Product Specialist at Grain you’ll get the chance to help new customers get started, support existing, and contribute to our educational material.

You may enjoy this role if you:

– Get a kick every time you nail the right emoji in conversations.
– Enjoy clicking with new people when meeting them for the first time.
– Like explaining complex topics to people in a simple way.
– Can empathize with users and quickly grasp the issues they’re facing.
– Can turn customer pain points into insightful product feedback.
– Love constantly learning about a technical product, even when it’s a little out of your depth.
– Thrive in an early-stage startup environment with less stability and more ambiguity.
– Have the ambition to grow alongside the company
– Work effectively in a remote setting and are able to overlap with our core hours of 9 AM to 5 PM PT.

We are looking for someone who is:

– Clear and proficient in written communication in English.
– Charismatic when on Zoom.
– Empathetic, positive, patient, and excited to help users’ solve their pain points.
– Familiar with the American working-style & culture—as most of our customers are based in the US.
– Organized, reliable, independent, and productive.
– Excited about working in a high-growth startup.
– Looking to learn about customer experience in a hands-on manner.

You will:

– Triage and answer incoming customer inquiries via Intercom.
– Conduct onboarding calls on Zoom with new customers.
– Generate high-quality educational resources for our users and team.
– Work collaboratively with our customer experience team, product team, and engineers to understand, prioritize and implement customer feedback.
– Learn and grow with a fast-growing team.

First 3 Days

– You will meet the team!
– We will give you a deep dive of the product and how we are developing it.
– You will shadow team members as they conduct onboarding calls, engage in support conversations, and contribute to our educational material.
– You will take on your first support conversation with a customer.

First 30 days

– You will build the confidence to field most support tickets
– You will begin to contribute to product feedback
– You will have the experience to write & review new help center articles
– You will begin conducting onboarding calls with new customers
– You will begin summarizing and presenting the insights from support tickets and onboarding calls

One-year outcomes

– Your insights will have impacted the product and how customers use it.
– Your expertise in our product will empower you to teach & lead the next product specialist that will join our team.
– Your experience will enable you to grow into a more senior CX role at Grain.

To apply: https://weworkremotely.com/remote-jobs/grain-product-specialist-cx

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