Customer Support Product Specialist

Workstream is a mission-driven company that believes in building premium, modern software solutions for hourly businesses. There are 2.7 billion hourly workers, who make up 80% of the global workforce, but they've been heavily underserved by technology and deserve better. We help local businesses around you hire, manage, and pay qualified workers.

Our customers include leading brands from multiple sectors, including Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers. At series B, we are quickly expanding our product portfolio. We are backed by legendary VCs and industry experts like Founders Fund, BOND, and Coatue.

Values

Here are our Company Values and we'd love to have individuals who can be a culture add to our team!

What We Offer

• Permanently Remote
• Pay wired directly to your bank account
• $50 Monthly Stipend
• Annual Bonus
• Performance-based bonuses
• Flexible PTO
• Enjoy company time off during some of the major US and PH Holidays
• Company-issued Device
• Career fast track for performers and internal mobility
• Learn from a team of Stanford, MIT, Google and Harvard alumni

Grow With Us

Workstream is looking for an exceptional team member to join our Customer Support team as a Support Product Specialist, under the guidance of the Head of Customer Support. You will be responsible for figuring out how our new products can be best supported. You will work closely with early adopters of the product and collaborate with cross-functional teams to resolve immediate issues and build processes for long-term support.

Day in the Life:

• Be the main support point of contact for customers using the alpha and beta releases of our products
• Track, trend, and report on issues handled during this period and translate these issues into actionable insights.
• Be the voice of the customer and the thought partner of our engineering teams to identify in-product opportunities
• Make recommendations to improve the customer experience during the general release of the product.
• Build and conduct training sessions to prepare for general release
• Develop effective and scalable processes to best support the product

Who You Are:

• At least 2 years in a Level 2 Support Role in a SaaS or Technical Support environment
• Flexible with working hours to collaborate with team members across various hubs/geos
• Comfortable with ambiguity while at the same time building and developing processes
• Comfortable working with engineering and products teams to identify and solve problems that might be brand new
• Great people skills and ability to communicate all kinds of feedback, whether it's an improvement needed with the product or helping other team members learn and follow processes
• Knowledgeable with spreadsheets - excel, gSheets. Pulling and developing reports from various data sources
• Hunger to grow within the role and help shape the Support department at Workstream
• A roll-up-your-sleeves attitude; you dig deep and find answers; you aren't afraid to take action
• Must be willing to work following the US time zone
• Must have a high-speed and stable primary and backup internet connection (at least 10 Mbps). Please note that we will require you to submit a document showing a screenshot of your speed test results.
• Must be willing to attend occasional in-person meetings in Metro Manila

Know More About Workstream

• https://www.workstream.us/blog/funding-series-b
• https://techcrunch.com/2021/08/26/workstreams-text-based-recruitment-tool-gets-a-48m-bet-from-bond-and-beyond/
• https://techbuzz.news/buzzworthy-august-27-2021/

Additional Information

Workstream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

We are committed to the full inclusion of all qualified individuals.

Additional Information

Workstream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We are committed to the full inclusion of all qualified individuals.