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Customer Support Specialist


At Fishtown Analytics, we make data work.  Our open-source software, dbt, enables anyone who knows SQL to engineer, document, and test data pipelines.  By empowering analysts to work like and with data engineers, dbt drastically increases an organization's ability to model and serve analytics. dbt is already used and loved by thousands of companies and we’ve recently launched a paid product, dbt Cloud, to enable this workflow at scale.    As a Customer Support Specialist you will be responsible for supporting our dbt Cloud users.  The user base is a combination of self-service and enterprise users who commonly reach out for assistance in getting set up with our product, understanding best practices in using the platform or to let us know about bugs.





In this role, you can expect to…
  • Operate as the main point of contact for dbt Cloud users via Intercom
  • Help update and create new support documentation
  • Coordinate cross-departmentally to ensure feature requests and/or bugs are properly communicated
  • Become a dbt Cloud expert
  • Be an active member of the dbt open source community
  • Work 9-5pm PT





We are looking for someone who has...
  • 0-2 years experience working with customers (this could be customer support, help desk in your undergrad, or hospitality/restaurant/retail)
  • Passion & enthusiasm for helping customers succeed 
  • Self-starter & eager to learn
  • High attention to detail
  • Excellent verbal and written communication skills
  • Thoughtful about collaboration and communication with other departments
  • A passion for being an inclusive teammate and involved member of the community





You have an edge if you have...
  • Experience with customer service software (like Intercom)
  • Basic SQL Knowledge
  • Knowledge of git 
  • Experience working in a startup environment
  • Worked remotely in the past





Compensation
  • Salary: $50 - $65k
  • Equity: 0.025 [1]%
  • Benefits: Unlimited vacation, 401k w/ 3% guaranteed contribution, excellent healthcare, and paid paternity/maternity leave
Fishtown Analytics is headquartered in Philadelphia, PA with a majority-distributed team. This role is open to folks based in the United States.   At Fishtown Analytics, we’re committed to building an inclusive team that welcomes a diversity of perspectives, people, and backgrounds.  Whether or not your experience exactly fits the job description above, your passion and skills will stand out and set you apart even if your career has taken some twists and turns.  If you are on the fence about whether you meet our requirements, we encourage you to apply anyway!

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