Visible: Product Support Specialist

Full-Time

About Visible

Visible is expanding rapidly, with thousands of founders and investors joining our platform each month. If you’re passionate about helping founders and investors succeed, read on! Our goal is to connect 5,000 founders to investors by 2025. We’re ahead of schedule and need your help.

We’re a fully distributed team of 15, and we’ve operated this way since Visible was founded in 2015. We want to add our first dedicated Product Support Specialist to our go-to-market team. Here’s what you can expect:

Summary

We seek a dedicated Product Support Specialist to join our go-to-market team. The ideal candidate will provide proactive support, maintain our knowledge base, conduct product QA and testing, and leverage no-code tools to streamline internal processes. 

You will be our product expert and customers’ primary point of contact, ensuring they have a seamless experience with our platform. You’ll get to work closely and collaborate with our customer success, marketing, and product teams. 

Key Responsibilities:

  • Customer Support: Provide proactive and reliable support to current and potential customers. You’ll provide quality responses to inbound questions and troubleshoot product-related issues with the support of our engineering team. 

  • Customer Onboarding & Implementation: You’ll play a key role in implementing Visible with customers, including account set-up and guidance on best practices.

  • Knowledge Base Maintenance: You’ll keep our knowledge base current to ensure customers can access helpful content anytime. 

  • Product QA and Testing: Collaborate with the product team to test new features and improvements, ensuring they meet our quality standards.

  • Help Desk Owner & No-Code Solutions: You’ll own our help desk and utilize no-code tools to automate processes and improve efficiency.

  • Content Creation: Work cross-functionally with our go-to-market team to help develop resources for recently released features, build personalized campaigns, and create content across multiple mediums such as email, social media, our marketing site, and the knowledge base.

  • Feedback Loop: Act as a trusted advisor to founders and investors. You’ll gather feedback and pitch product improvements based on customer needs.

About You:

  • 2+ years of experience in customer support or customer success, preferably in a SaaS environment.

  • Experience working with founders, investors, and startups is a plus.

  • Familiarity with modern SaaS tools like Notion, HubSpot, Intercom, and Zapier.

  • Strong problem-solving skills and ability to quickly get up to speed on new software products.

  • Excellent communication skills and a great listener who can tailor solutions based on customer needs.

  • Comfortable creating and delivering content across various platforms.

  • You’re excited by working cross-functionally on a small team and wearing many hats.

The First 90 Days

  • Create 20 new resources for recently released features. You’ll build personalized campaigns to ensure our customers are up to speed on new features.

  • Pitch and write two product specs for features based on problems you hear customers are having.

  • Respond to 150 support questions. We receive ~15 weekly tickets via email and our help center. We aim to respond within 5 minutes M-F. 

  • Overhaul our help desk and bug escalation process.

Why Choose Visible:

  • 💥 Visible Impact & Ownership: We’re a small yet highly efficient team. This means your work will have a direct and visible impact on the growth of our company. 

  • ✈️ Flexibility: Fully remote work (able to work within at least 3 hours of US eastern time zone).

  • 💻 Tech: We provide the necessary tools to get your job done.

  • 🌴 Team Offsites: Two paid team offsites per year (the last few offsites were in Big Sky Montana, Costa Rica, and Barcelona). We are heading to Scotland in September! 

  • 📖 Vacation Time:  We all need a break sometimes. Visible employees have a flexible PTO policy.

  • ⭐️ Culture: A team that makes you feel cared for and supported. 

Anonymous quotes from our last culture survey —  

  • “We are able to feel a connection with each other even though it’s virtual- which is true!”

  • “Everyone at Visible loves working at Visible.”

  •  “I feel like everyone is listened to, and there isn’t a lot of ego involved when making decisions.”

  • “Everybody is collaborative and responsive to requests to help other teammates. Everybody has a pay-it-forward mindset that makes you want to do good work for the rest of the team and company.”

Compensation & Benefits

  • 💵Base Salary: $65k to $80k USD depending on experience and location. Quarterly bonuses are also available. 

  • ⚕️Benefits: 100% Health, Dental, and Vision coverage

  • 🏦401k : 5% 401k Match

Interview Process

We’ll review your application. So long as you are thoughtful in your application, we aim to get back to you within one week.

  • Part 1: Phone Screen with Nick Wilde (Investor Success Manager)

  • Part 2: 30-minute interviews with: 

    • Ari: Senior Account Executive

    • Matt: Director of Marketing

    • Anna: Marketing Designer

  • Part 3: A paid project

  • Part 4: Final interview with Mike and interview panel 

Source