Product Support Specialist

Dash.App; Bright (IN); Remote; USD 25,000 - 35,000; Full time

Job summary

Join a dynamic team at a leading company that inspires brands through outstanding visual content. As a Product Support Specialist, you'll provide exceptional customer support, drive engagement, and help shape the product's future. Enjoy flexible working arrangements and a supportive culture that prioritizes your growth.

Benefits

Flexible hours

Birthday off

Group income protection

Monthly wellness contribution

Regular team socials

Occasional surprise goodies

Qualifications

• Experience in a customer-facing role, preferably in SaaS.
• Ability to articulate product features and benefits.

Responsibilities

• Providing exceptional customer support via various channels.
• Collaborating with product management to represent customer needs.
• Creating effective support content and identifying risk accounts.

Skills

Technical curiosity

Problem solver

Customer-focussed

Attention to detail

Education

2+ years in a SaaS product customer-facing role

Job description

£25-£35,000 depending on experience + benefits and company profit share

Location:

Remote, hybrid, or in our Brighton office.

About us and what we offer

At Bright, we believe in making working days more inspiring, for both our customers and us. That’s why we built Dash ! The team you’ll be joining is low-ego, supportive and highly motivated. If that sounds good to you, keep reading! :)

Dash inspires brands to use outstanding visual content at every touch point. With Dash, you can organise, find and deploy your brand's best visual content effortlessly. Our customers work for growing, ambitious brands like Taster, Passenger Clothing, Beavertown and Orca.

We pride ourselves on our culture at Bright and have won a UK best workplace award from Great Place to Work . We’ve worked hard on maintaining our friendly, collaborative culture while embracing hybrid working. We’ll support you to work in the way that suits you best, whether that’s in the office or hybrid.

At Dash, we’re serious about fostering a culture where you can thrive both professionally and personally.

• Work your way – remotely, hybrid, or in our Brighton office.
• Flexible hours that suit your life.
• Birthday off – because you deserve it.
• Group income protection for peace of mind.
• Monthly wellness contribution and mental health resources.
• Regular team and company socials.
• Occasional surprise goodies (we like to spoil you!)

You will be joining the Dash Customer Success team, who are responsible for the ultimate success of our customers by delivering incredible support and proactively driving customer engagement. As a Product Support Specialist you will become an expert in Dash and be able to help our customers thrive.

You will become one of the faces our customers recognise as they chat with us via our in-app support. You will be providing first-class product support to our customers, and giving them advice to help them make the most of Dash. As well as providing technical support, you will have an important role in shaping the Dash product itself, by gathering feedback from customers and coming up with ideas for how we can improve the product.

Customer Success in Dash isn’t your traditional outfit. We prioritise using technology and automation to deliver an excellent customer experience at scale. Are you worried about AI taking over the world? If so, this probably isn’t the role for you! We embrace disruptive technologies in a constant search to provide a cutting-edge service to our customers.

This role will be most suited to someone who is tenacious (you won’t let an issue go until the customer is satisfied), has their own ideas and a desire to see them come to life, loves solving technical problems (are you the one your family contacts when the printer doesn’t work?) and has exceptional attention to detail and pride in their work.

What you’ll be responsible for

• Providing exceptional customer support to our customers via our various channels (in-app chat/video conference/help centre/email).
• Having an in-depth understanding of Dash, its features and benefits and being able to articulate these to customers to solve their challenges and help them meet their goals.
• Collaborating with the product management team to represent customer needs such as feature requests, and participating in the product development process.
• Creating well-written and effective support content, including help articles, in-app guidance, AI guidance, pro-active emails, screen recordings and other messaging.
• Participating in team-wide discussions and getting involved in projects and initiatives that will further help our customers.
• Identifying risk accounts in need of extra support and working with both the Dash team and the customer to help them get more value from Dash.
• Identifying accounts that might benefit from additional features or have other growth potential, then working with them and the team to help them unlock their potential.

Who we’re looking for

• Technical curiosity - you enjoy becoming a product expert, and love investigating and solving technical problems.
• Problem solver - you can methodically solve problems by gathering necessary information, understanding customer goals, investigating and replicating issues, and providing solutions and workarounds.
• Data-driven - you understand that as a SaaS product, we leverage technology, data and automation to service our customers at scale, so you’ll possess an analytical, methodical mindset to help us identify further ways we can improve.
• Customer-focussed - you proactively and tenaciously prioritise customer needs and experience. You are able to funnel feedback to the wider team and participate in product development discussions to ultimately improve the customer experience.
• Proactive - you are able to come up with ideas for improving any of our goals, and suggest ways to test them. You can work independently and proactively.
• Collaborative - you work well in a cross-functional team, and enjoy collaborating with a variety of disciplines (developers, marketers, product managers) to solve problems.
• Attention to detail - you take pride in your work and care about communication and presentation.
• Ideally 2+ years in a SaaS product customer-facing role such as sales, account management, customer success or software support.

Diversity statement

Bright (the company who behind Dash) is an equal opportunities employer. We believe in creating an environment where everyone can feel inspired, productive and fulfilled. For us this means building a culture where every individual can show up at work being openly and authentically themselves, each and every day. We welcome, celebrate and learn from diversity of experience, perspectives and backgrounds and all that entails.

That is why Bright supports equal opportunities; we celebrate individuality and all the diverse brilliance that goes with it.

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Introduce yourself

• We reserve 2 first interview slots for women, BAME or disabled candidates who meet the role criteria. Check if you would like to be considered under this scheme.

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Due to the overwhelming response we receive to our vacancies, we don't always have the capacity to respond to everyone personally. We'll contact you directly if we think you'll be a good fit for this position.