Product Support Specialist at Tremendous

Tremendous is the fast, free, flexible way to send bulk payouts to people in over 230 countries and regions. 20,000+ companies ranging from mom-and-pops to Google, MIT, and United Way have sent over $1 billion, saving 15 hours a month on average. In both our product and our workplace, we’re intentional about making work more efficient, flexible, and fulfilling. Tremendous is a fully remote, high-documentation, low-meeting culture, which means more time for what matters in both your professional and personal life. Our customers, who include marketers, researchers, HR teams, and nonprofits, rave about how quick and easy it is to use Tremendous — check the ratings on G2 [Upgrade to PRO to see link] Yet there’s a lot of complexity under the hood, including over 2,500 redemption options and plenty of banking infrastructure. This duality makes working here a fun challenge. Tremendous is profitable and growing without outside investors. Join us before our next international offsite. About the role We're looking for an enthusiastic Product Support Specialist to advocate for our customers. You should be excited to help shape Tremendous' voice, to define our support function, and to contribute to improving our platform. As a member of our team, you should be able to identify the root cause of a problem and find the fun in thinking of creative solutions. The right person won't simply field inquiries, but will also identify the deeper needs of our users. Empathy, composure, and an ownership mentality are critical to your success at Tremendous. What you’ll do - Be the first point of contact for customer questions through email, chat, and phone - Become a product expert and function as a first-level problem solver - Escalate issues to the appropriate team while maintaining communication with the affected user - Understand and gather customer feedback trends to help our product team prioritize future projects - Update and contribute to our internal knowledge banks and external help articles - Collaborate with your team to build strong relationships, establish ownership of responsibilities, and improve the efficiency of our processes - Be friendly, compassionate, and solution-oriented with both our users and the Tremendous team You'll need - A bachelor's degree - 0-2 years experience in a customer-facing role - Effective communication skills, particularly the ability to write clearly and concisely - Composure, patience, and empathy for interacting with users - The ability to multitask, prioritize responsibilities, and stay organized - A proactive, get-things-done attitude - The ability to learn and adapt quickly - A sense of humor - A curiosity for the Tremendous platform/product Why work with us - We’re profitable with plenty more opportunity ahead, which is good news for your career growth. - We offer competitive pay, equity and benefits. The base salary for this role is $75,000 - $80,000. - We're a fully remote company. Work from wherever you want in the Americas. - We’ve got smart people and a great culture. See our company handbook [Upgrade to PRO to see link] If you're interested in joining us but don't check every item on the list, we'd still encourage you to apply. We're happy to consider where you might be able to make the biggest impact. Tremendous is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.