Product Support Specialist - Tier 1

Similarweb is the leading digital intelligence platform used by over 3,500 global customers. Our wide range of solutions powers the digital strategies of companies like Google, eBay, and Adidas. We help our customers succeed in today’s digital world by providing data-driven insights, competitive benchmarks, strategic analysis, and more. In 2021, we went public on the New York Stock Exchange, and we haven’t stopped growing since!

We’re looking for a Tier 1 Product Support Specialist to become a product expert, assist our customers with various inquiries, and strengthen our relationships with our customers and users. This role reports to the Product Support Team Manager - Tier 1.

Why is this role important at Similarweb?

The Product Support Specialist acts as the first line of contact for all of our users and plays a critical role in building trust in our brand, services, and products. 

The Support Team is often the first point of contact for new users, giving us a unique opportunity to make their first experience with Similarweb amazing!

So, what will you be doing all day?

As part of the Product Support team, your daily responsibilities may include:

• Providing high-quality, personalized support (primarily via email).
• Working efficiently to achieve high satisfaction ratings, quick response & resolution times.
• Becoming an expert user of Similarweb’s products.
• Investigating customer issues to identify bugs and escalate these incidents to the Tier 2 team.
• Identifying and flagging areas for product improvement to enhance user experience.
• Tracking and updating systems for reporting and analysis.
• Routing clients to other departments as needed.

This is the perfect job for someone who:

• Has exceptional verbal and written communication skills in English
• Is internet & tech-savvy
• Possesses great critical thinking and problem-solving skills
• Is professional
• Enjoys bringing new ideas to the team
• Is highly service-oriented with strong customer-facing skills
• Can work fast, multitask, and prioritize effectively!

It’s a plus if you are someone who:

• Has previous customer support experience
• Has experience with SaaS platforms
• Has previous experience with Zendesk 

Why you’ll love being a Similarwebber:
You’ll actually love the product you work with: Our customers aren’t our only raving fans. When we asked our employees why they chose to come work at Similarweb, 99% of them said “the product.” Imagine how exciting your job is when you get to work with the most powerful digital intelligence platform in the world.
You’ll find a home for your big ideas: We encourage open dialogue and empower employees to bring their ideas to the table. You’ll find the resources you need to take initiative and create meaningful change within the organization.
We offer competitive perks & benefits: We take your well-being seriously and offer competitive compensation packages to all employees. We also put a strong emphasis on community, with regular team outings and happy hours.
You can grow your career in any direction you choose: Interested in becoming a VP or want to transition into a different department? Whether it’s Career Week, personalized coaching, or our ongoing learning solutions, you’ll find all the tools and opportunities you need to develop your career right here.
Diversity isn’t just a buzzword: People want to work in a place where they can be themselves. We strive to create a workplace that is reflective of the communities we serve, where everyone is empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity, and experience. We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day.