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Product Support Specialist - Remote 🔥


We are actively seeking an enthusiastic, bright mind interested in helping us change the way brands leverage influencer communities for mutual growth. As we expand our presence, we are looking for a Product Support Generalist to assist our customers within the US East Coast time zone.



Your responsibilities will be centered around providing product support and education for Tribe Dynamics' SaaS product users who are influencer and social media mangers at disruptive lifestyle brands; helping them manage, measure, and scale their evergreen influencer programs.



This role will report to Tribe's Product Team, and be part of a newly developed Customer Education department at Tribe. While starting off in Product Support, the ideal match must have a passion for learning and teaching, an obsession with solving novel problems, and the desire to grow their responsibilities alongside a quickly-growing team.



Responsibilities
  • Interact with Tribe Dynamics’ B2B software users via live chat, email, and video calls to solve inbound support requests
  • Distill complex concepts into simple, concise language that our customers can understand
  • Work closely with technical and customer-facing teams to troubleshoot, report, and prioritize software bugs and usability issues
  • Update and optimize our internal educational materials in Notion and external knowledge base in Intercom based on customer insights and industry knowledge
  • Identify, propose, and initiate internal process changes that help scale the way we support and educate our user base as we expand into new verticals and markets
Who you are
  • 3+ years of experience in a B2B SaaS customer support, customer success, implementation, or similar role
  • Availability to answer inbound support tickets in the 9am–5pm EST timezone
  • Experience working in a remote-first culture a plus
  • Excellent verbal and written communication skills
  • Resourcefulness, an eye for detail, and proven ability to empathize with the various needs of a diverse set of customers
  • Experience working cross-functionally, especially with technical teams, to distill customer pain points into actionable insights
  • Experience with a support ticket system and help desk software — we use Intercom!
  • Previous startup experience a plus — we're a small team that's growing with our customers!
Who we are
  • Pei Choong (she/her) originally joined the company as an Account Manager in 2017, and moved onto the Product Team as a Product Support Specialist in 2019. Prior to supporting clients and users in her Account Manager role, Pei worked in Content Management, Social Media, and Business Strategy. Combining those experiences lead her into her current position as Tribe’s Customer Education Lead, where she oversees the customer on-boarding process and ongoing education. Pei is the hiring manager for this role, and you will work closely together to ensure a first class customer experience for our users.
  • Krisna Sorathia (he/him) is the VP of Product and was the first hire at Tribe Dynamics, joining as a intern in the Summer of 2012. After working as a UI/UX Designer at Mindbody, he came back to lead the Product Team in 2015. He currently oversees Product Vision and Strategy while also being the sole product designer within the company. As you turn customer feedback into product opportunities, you will work closely with Krisna to drive further product adoption.
  • Valerie Pitsch (she/her) originally joined the company as an Account Manager in 2017, and moved onto the Product Team as a Product Manager in 2018. She came to Tribe with a background in marketing and research, and after working directly with Tribe’s users, she seamlessly transitioned her current role prioritizing the product pipeline, conducting user research, and managing data integrations. She is now Tribe’s Lead Product Manager and will work closely together on ensuring customer feedback is incorporated into what we build.
What we offer
  • Unlimited PTO with “Winter Fridays” off every other week for the duration of the pandemic
  • Medical, dental, vision, and life insurance
  • FSA with an automatic $500 employer contribution
  • $1200 annual professional development stipend
  • 401(k) through Guideline
  • 16 weeks fully paid parental leave, with up to 9 additional months at 25% pay
  • WFH benefits: Flexible work opportunities (work from any U.S. state!), $250 annual home office stipend, coffee delivery subscription!
Tribe Dynamics SaaS platform, ARM (Ambassador Relationship Management), is a B2B tool that helps beauty, fashion, and lifestyle brands optimize their influencer communities through content collection and campaign measurement. To that end, there exist two aspects of the product—one focused on influencer community management, and another focused on benchmarking and reporting.



Tribe Dynamics is an equal opportunity employer committed to cultivating an inclusive company culture. We celebrate diversity and do not discriminate based on race, color, national origin, sex, gender identity, religion, sexual orientation, age, disability, parental status, or veteran status. We enthusiastically encourage individuals of all backgrounds to apply.Show moreShow less

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