Product Support

Cocoon; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A company focused on employee leave support is seeking a support team member to assist users navigating life-defining moments. This role requires superb communication skills, a passion for insights, and a data-driven problem-solving approach. Benefits include competitive salary, medical insurance, and unlimited vacation. Ideal candidates will enjoy building processes and helping others in challenging times.

Benefits

Competitive salary and equity

Medical, dental, and vision insurance

Unlimited vacation and sick time

Office setup and wellness stipends

14 weeks of paid parental leave

4 weeks of paid medical and caregiver leave

Qualifications

• Superb verbal & written communicator capable of tailoring communication to various situations.
• Comfortable learning technical concepts and legal frameworks.
• Dedicated to finding good endings and proposing thoughtful solutions.

Responsibilities

• Assist in our support queue with Tier 1 tickets and provide self-serve solutions.
• Help with Tier 2 tickets requiring deeper product knowledge and provide video/phone support.

Skills

Verbal & written communication

Insights sharing

Relationship building

Data-driven problem solving

Process creation

Job description

We’re bringing much needed simplicity to the complex world of employee leave. Today, the process is baffling: going on leave (parental, medical, bereavement, or for any other reason) often requires talking to reps and wading through government and insurance claims. We spoke with hundreds of employees and employers to understand the friction and are building a solution to empower working people to take care of important life moments with less hassle.

Our mission is to empower every working person to take care of the important things in life when it matters most — removing friction for employees and employers and being the #1 advocate for folks going through the process. It’s an exciting space, and we’re moving incredibly fast on product momentum and customer momentum.

Excited about transforming the most frustrating processes companies and employees face into something surprisingly delightful? We’d love to work with you.

What will you do?

As a member of our support team, you’ll assist and empower users as they navigate some of their most life-defining moments with Cocoon’s software. Cocoon’s goal is to support people through challenging times using technology—the way we apply that technology is as important as the product itself.

You’ll provide expert support to leave-takers and the teams that support them, and you’ll share feedback with our Product Team as part of the product development lifecycle through data gathered from support tickets. If you enjoy documenting processes, you’ll collaborate closely with our Product Operations team to advance our Product Solutions capabilities.

You'd be a great fit if you are:

• A superb verbal & written communicator: you speak and write clearly, concisely, with a sense of urgency, and can tailor your communication to a variety of situations and user personas. You can explain complex topics in a friendly way and de-escalate difficult conversations.
• A lover of insights: you share feedback and insights to help the Product Team.
• A relationship builder who is comfortable learning technical concepts and legal frameworks: you build relationships with care and can translate industry terms (PFL, CFRA, FMLA) for non-technical audiences.
• A data-driven problem-solver: you enjoy working with data and turning insights into action.
• Dedicated to finding good endings: you seek to understand problems deeply, propose thoughtful solutions, and follow up effectively.
• A builder: you’ll create playbooks and processes that scale.

On the job

Here's a practical outline of what your first months may look like:

• Month 1: Assist in our support queue with Tier 1 tickets, provide self-serve solutions using templated responses, and escalate where needed. Complete required certification to become a Certified Leave Management Specialist (CLMS).
• Month 2–3: Help with Tier 2 tickets requiring deeper product knowledge, provide video/phone support, meet standard SLAs, and manage approximately 7 tickets per hour while handling phone support and meetings. Must be available 9am–6pm Arizona time.

Benefits

• Competitive salary and equity
• Medical, dental, and vision insurance
• Unlimited vacation and sick time
• Office setup and wellness stipends
• 14 weeks of paid parental leave
• 4 weeks of paid medical and caregiver leave

Equal Employment Opportunity

We are an equal opportunity employer. We do not discriminate on any protected status. We encourage applicants from diverse backgrounds to apply.