Product Support Representative

Job Description

Your Company:

Feathr provides a modern digital marketing software solution for associations, nonprofits, credit unions, and event organizations. We unify our customer's marketing efforts with our platform including website analytics, targeted digital advertising, influencer marketing, and more.

Feathr is one of the fastest-growing SaaS companies in Gainesville, Florida with over 1500 international clients (majority are based in London, NYC, and DC). Our people are what make the difference. We’re looking for a unique individual who will dive right in, develop deep empathy for our customers, and accelerate Feathr's growth!  

Product Support Representative

Compensation: $40k/year + up to 10% company bonus

Benefits: 4-day work week, fully-paid dental/vision insurance + 99% paid health, company-wide “Summr Break” and “Wintr Break” holidays, unlimited Sick days.   

Your Work:

Feathr Product Support Representatives play a key role in client success and user experience within the app. We work closely with the Product, Implementation, Education, and the Customer Success Teams to provide excellent customer care and application support to both clients and members of the Feathr flock. In addition to working one on one with clients to troubleshoot errors and issues the Support Team is responsible for managing third-party software needs for various campaign types. We maintain communication with all users to keep them informed of issues and updates within the app. We use our in-app familiarity and our customer connections to develop more streamlined user experiences. 

Product Support Representatives work individually, but in a collaborative environment. We work together to adapt quickly to the changing needs of our customers. We are a team first and we are looking for someone who will add technical and cultural value.    

Your Experience

  • 1+ years experience in customer service or support
  • Strong technical aptitude and computer skills. Must be comfortable working with and learning new softwares.     

Your Qualities

  • Ability to balance multiple priorities and effectively handle changing situations.
  • Not easily bothered in a fast-paced work environment with pre-defined deadlines.
  • Ability to successfully follow defined processes and procedures.
  • A positive and proactive problem solver
  • You are customer-oriented and love helping people. You have a desire to create a top-notch customer experience.
  • Sound problem solving skills and ability to solve customer issues in an efficient and courteous manner.
  • Strong computer skills and the ability to effectively communicate through email.
  • Attention to detail and exemplary documentation skills are required.
  • Excellent oral and written communication skills.
  • Provide feedback to management on trends and issues.    

Your Day

  • Respond to inbound customer questions via email and chat
  • Ensure high customer satisfaction in all your interactions
  • Loop in appropriate team to customer issues or opportunities to reach out
  • Help define support processes and metrics
  • Create and maintain support materials
  • Always willing to find answers to all questions addressed to them
  • Log all help desk interactions and document resolutions   

Compensation

$40,000 annual base salary with an estimated 10% annual bonus. Fully covered health/dental/vision insurance, and other benefits like an educational budget, office food, and social events.   

Location

Feathr is headquartered in Gainesville, FL. We prioritize local Gainesville candidates or those willing to relocate (and we are willing to partially subsidize relocation). If you aren’t familiar, Gainesville is a hip mid-sized city with a talented, innovative population, incredible surrounding nature, and excellent quality of life. That said, for more experienced candidates, we are open to accommodating remote work in nearby Florida cities.    

Accommodations

If you require accommodations or assistance during the application or interview process due to a disability, please submit a request via this Candidate Reasonable Accommodation Request Form.     

Healthcare and Personal:

We offer full vision and dental, life and 99% medical coverage from top providers keeping you and your family in the best shape. 

In lieu of observing federal holidays, Feathr offers a 4-day workweek, unlimited sick time, 10 PTO days upon hire, a Summr and Winter break, and parental leave. You can read more about Feathr's decision to move to a 4-day workweek here.    

Culture:

Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have, ours is PACTS: 

Practicality: Am I incrementally improving something or delaying perfection?

Ambition: Am I staying in my comfort zone as opposed to learning and communicating what is necessary to solve the real challenges?

Clarity: Is my audience understanding what I’m communicating?

Trust: Am I being sincere and trusting others to do the same?

Service: Am I expecting more from myself than from others? 

This acronym is only as useful as the integrity of the people who reference it and believe in it. Every person at Feathr will face challenges, the most important quality is a commitment to work through those challenges with self-awareness and honesty.   

Office and Location:

After operating remotely throughout the pandemic for over a year, returning to the office, then transitioning back to a remote environment, Feathr has made the exciting decision to officially move to a hybrid work model before 2022. Currently, we are open to considering candidates within Gainesville, or a close enough distance to travel to the office as-needed. Requirements of in-person attendance are still being determined and will likely be established by department leaders for their team.

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