Product support specialist

Watershed; Ciudad de México; On-site; MXN 300,000 - 480,000; Full time

Job summary

Watershed in Mexico City is seeking an organized, customer-obsessed Support Team member to help customers get the most from our sustainability platform. You will respond to questions, reproduce issues, and resolve problems while advocating for customer needs and feeding product feedback to improve features.

This role requires 1–2 years in a B2B/SaaS support setting, strong empathy and communication, and familiarity with Notion and Linear.

Qualifications

• 1–2 years in a B2B/SaaS customer support environment.
• Strong customer empathy and communication skills.
• Experience with support ticketing software, Notion, and Linear.
• Ability to explain complex topics to technical and non-technical audiences.

Responsibilities

• Respond to, research, reproduce, and resolve customer questions about Watershed platform.
• Exceed customer expectations on response quality and timeliness.
• Help refine support workflows and playbooks with the growing team.
• Educate customers on platform usage and advocate for customer needs.
• Collaborate with Engineering, Product, Sales, and Customer Success to drive outcomes.
• Explain carbon accounting and emissions measurement basics to customers.

Skills

Customer empathy

Excellent communication

Time management

Multi-tasking

Tools

Notion

Linear

Job description

About Watershed

Watershed is the enterprise sustainability platform. Companies like Airbnb, Carlyle Group, FedEx, Visa, and Dr. Martens use Watershed to manage climate and ESG data, produce audit-ready metrics for voluntary and regulatory reporting including CSRD, and drive real decarbonization. We are looking for team members who love product-building, want to work hard at a mission-oriented startup, and will collaborate with us in shaping the culture of a growing team.

We have offices in San Francisco, New York, Denver, London, Paris, Berlin, Sydney, Mexico City, and remote team members across the US and Europe. We hope that you'll be interested in joining us!

The role

We are looking for an organized, customer-obsessed, and highly motivated individual to join our Support Team in our Mexico City office. This is an opportunity to join a fast-growing team at a growth-stage start-up that works with the world’s top companies to accelerate their sustainability programs. In this role, you will be responsible for providing our customers with consistently high-quality customer support and product education. You will respond to, research, reproduce, and resolve questions and issues related to our customers’ usage of the Watershed platform, while also serving as a customer advocate by providing internal feedback to inform product improvements and new features.

You will:

• Assist customers in solving problems related to product features, platform usability, technical issues, product performance, and time-sensitive inquiries.

• Exceed client expectations on response quality, timeliness of responses, and overall customer experience.

• Partner with our growing Support team to refine workflows and playbooks for how Support operates within Watershed and customer journeys — and contribute to standardized resource materials (e.g. knowledge base content, internal playbooks) for you and your fellow team members to leverage.

• Educate customers on usage of our platform and advocate for customer needs internally — with a goal of continually improving the customer experience.

• Be empowered to think independently, creatively, and critically — going above and beyond to deliver the right solution for each individual customer.

• Liaise with team members across the Watershed ecosystem (Engineering, Product, Sales, Customer Success, Sustainability Services, and more) to drive positive outcomes for every customer.

• Explain the technical details of carbon accounting and emissions measurement methodology — and how it applies to an individual customer’s business operations.

You might be a fit if you:

• Have 1-2 years in a B2B/SaaS customer support environment.

• Have a strong sense of customer empathy, always remaining laser-focused on the customer’s needs.

• Have experience using support ticketing software, Notion, and Linear (or similar).

• Are an excellent verbal and written communicator. You can readily explain complex topics to technical and non-technical audiences alike.

• Have strong interpersonal skills, allowing you to function within a team and to build relationships with customers and other stakeholders across Watershed.

• Are organized, systematic, and efficient. You thrive in a high-volume, evolving environment with a proven ability to multi-task, prioritize, and manage time autonomously.

• Are solution-driven and won't rest until you uncover the root cause of an issue.

• Are curious, and enjoy learning new things. You’re excited by the challenge of learning more about the sustainability space.

Must be willing to work from an office 4 days per week (except for remote roles)

Watershed has hub offices in San Francisco, New York, London, and Mexico City and satellite offices in Denver, Sydney, Paris, and Berlin. Where we have offices, employees are expected to be in office for 4 days per week. Certain jobs are open to being remote and will be specifically noted on the jobs page and in the job description if so.

What’s the interview process like?

It starts the same for every candidate: getting to know the team members through 1 to 2 conversations about Watershed, your experience, and your interests. Next steps can vary by role, but usual next steps are a skill or experience interview (e.g. a coding interview for an engineer, a portfolio review for a designer, deeper experience call for other roles) which leads to a virtual or in person interview panel. We prioritize transparency and lack of surprise throughout the process.

What if I need accommodations for my interview?

At Watershed, we are dedicated to ensuring an inclusive recruitment process. We provide reasonable accommodations for candidates with disabilities, long-term conditions, mental health needs, religious observances, neurodivergence, or pregnancy-related support requirements. If you need assistance during your process, please contact your recruiter.