Product Support Specialist

Jitter; Paris (TX); Hybrid; USD 63,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Equity terms (stock)

Work the way you want

Latest productivity software

Team events & offsites

Laptop and accessories

Health insurance for you and family

Five weeks paid vacation

Parental leave

Job summary

Jitter is seeking a Product Support Specialist to help users realize their creative vision and to deliver a best-in-class customer experience. You will master features, advocate for user needs, and help scale our lean support operations with AI-assisted tooling, ensuring a frictionless experience for a growing user base.

Based in Paris (in-person) with openness to remote work across Europe or relocation packages for exceptional candidates; join an international team that communicates in English

Qualifications

• 3+ years in Product Support or similar SaaS role.
• Experience scaling support with automated tools and workflows.
• Excellent written and verbal English communication.
• Experience troubleshooting web applications and diagnosing issues.
• Familiarity with Intercom, Zendesk and Stripe.

Responsibilities

• Become a Jitter expert, mastering features and workflows.
• Advocate for customer pain points and feed improvements to design/engineering.
• Help scale support operations for a growing user base.
• Develop and iterate help resources to educate users.
• Provide coaching and mentorship to future team members.

Skills

Product Support

Customer Experience

SaaS support

Native English

Tools

Intercom

Zendesk

Stripe

Job description

Summary

Be the cornerstone of our pioneering support team focused on delivering a best-in-class customer experience, helping our users create their best work with Jitter.

55-70k€ + Stock options / BSPCE – we can go higher for exceptional candidates

Based in Paris (in-person) – we are open to remote in Europe or relocation packages for exceptional candidates

We’re an international team and work in English

Who we are

Jitter is a fast, simple, and collaborative motion design tool on the web. We help creative teams create on-brand videos, social media, apps, and websites at scale — and collaborate easily with teammates, clients, and stakeholders.

Jitter serves more than 100k users monthly, the community awarded us a Design tool of the Year award on Product Hunt, and our Figma plugin has more than 500k installs.

We’re a small, ambitious team from Apple, GoPro, Google, Pitch, Slack and YC and scaling to empower more designers with the modern animation tool they’ve been dreaming of.

Our mission. Make motion design accessible to all designers.

Our ambition. Become the leading platform to create animated content.

More about us at Work at Jitter

Your mission

As a pioneering Product Support Specialist, your mission is to help people. Specifically, to help Jitter users of all levels get the most out of our product and realize their creative vision. A high degree of personal care and curiosity towards our users’ needs is core to what we do, and we work with AI tools to extend the coverage of our lean team. You will:

• Become a Jitter expert, mastering its features, use cases, and workflows.
• Be a passionate advocate for customer pain points, bugs, and feature requests, working closely with design and engineering to refine and shape the product.
• Contribute to scaling our support operations to deliver a frictionless support experience for our growing user base.
• Develop and iterate help resources to help users learn about Jitter and get the most out of it.
• Provide coaching, guidance, and mentorship to future support team members.

Impact and opportunities

• You’ll be the voice of our customers and turn their feedback into product improvements.
• You’ll build the foundation of our support and education systems, and be fully hands-on iterating our tooling, processes, and content.
• Your content will help thousands of users monthly learn Jitter autonomously.
• You’ll grow with the company and potentially evolve into leadership roles in support, success, product, or marketing.

What we’re looking for

• 3+ years of experience in Product Support, Customer Experience, or a similar SaaS role, ideally supporting creative software or technology products in the design space.
• Proven track record of contributing to scaling support operations, including leveraging or configuring automated tools and workflows to solve problems at scale.
• Impeccable written and verbal communication skills (native-level English) and a confident ability to engage customers at all levels with empathy and clarity.
• Experience with technical troubleshooting and issue diagnosis. You have a solid picture of how web applications work and can extrapolate information across logs, screenshots, and reports to clarify and articulate issues.
• Familiarity with modern service platforms and related tools (e.g. Intercom, Zendesk, Stripe).

Bonus points if you:

• Have worked with AI solutions to complement and scale human-led support.
• Have professional experience in design, video, or animation (or a strong personal interest).
• Understand creative workflows and the design community.
• Are active on Discord or familiar with creative online communities.

Work environment and culture

We are building a stellar team of humble, inspiring, creative smart folks who enjoy building world-class products, learning, and growing together. Here are some soft skills we’re excited about:

Excellence. You love building great products and you deeply care about the quality of your work. You always go the extra mile.

Energy. You are clear and engaging. You are excited to ship, and pass that energy to the team. You love to come up with creative solutions.

Team play. You are a team player who loves to co-create. You love to be inspired, and inspire others to help them grow.

Ownership. You are a self-starter who gets things done. You focus on the most impactful initiatives with an entrepreneurial spirit.

Diversity and inclusion are core to our culture. If you are a member of an underrepresented group in tech, we strongly encourage you to apply.

Perks and benefits

We offer best-in-class benefits:

• Competitive salary and equity
• Employee-friendly equity terms (extended exercise period)
• Work the way you want
• Latest productivity software
• Team events & offsites
• Laptop of your choice, display and accessories for your office space
• Health insurance for you and your family
• Five weeks of paid vacation
• Parental leave