Customer Support Associate

Job Summary:

As a Customer Support Associate at ProductPlan, you’ll be on the front lines, engaging directly with customers and prospects. You will work with Sales and Customer Success teams to troubleshoot issues, promote product adoption, and identify new opportunities. Handling support inquiries via live chat, email, and phone, you'll also collaborate with Product and Marketing teams to create and update support documentation, content, and in-app messaging. Your role will require you to resolve customer issues, provide technical assistance, and ensure smooth integrations with other platforms, particularly through Workato. You’ll wear many hats—providing tier-2 support for complex inquiries, offering guidance on system configurations, and working with customers on integrations, all while contributing to the overall success and satisfaction of our users. Your ability to troubleshoot technical issues, provide clear solutions, and assist with system automations will be key to driving customer success and product adoption.

Duties & Responsibilities:

• Serve as the first point of contact for customer questions, troubleshooting issues via live chat, email, and phone. Provide prompt, clear, and concise responses to customer inquiries, resolving both technical and functional issues efficiently.

• Handle more complex customer inquiries, including issues related to system integrations, feature configurations, and automation, escalating when necessary to various internal team members.

• Monitor customer usage of the software and proactively identify opportunities to drive deeper engagement and adoption of features.

• Provide guidance on best practices and recommend additional functionalities based on customer needs.

• Assist in tracking customer health metrics and identifying potential risks to account retention.

• Help coordinate customer check-ins, business reviews, and follow-ups to address any concerns and ensure customer success.

• Communicate product updates, new features, and relevant information to customers.

• Ensure customers are aware of resources such as knowledge bases, webinars, or support channels.

• Maintain accurate records of customer interactions, support tickets, and resolutions in the CRM system.

• Assist in preparing reports on customer success metrics, feedback, and usage trends.

• Gather and document customer feedback to help identify common issues and areas for improvement.

• Share insights with the Customer Success and Product teams to contribute to product development and enhancement.

• Perform administrative tasks related to customer accounts, such as updating account information and processing requests.

• Assist customers in setting up and maintaining integrations using Workato.

• Support the Customer Success team with additional tasks and projects as needed.

Experience, Education, & Skills:

• Bachelor’s degree in Business, Computer Science, or a related field.

• 1-2 years of experience in customer support, customer success, or a similar role, ideally within a SaaS or tech environment.

• Strong communication skills, both written and verbal, with the ability to effectively interact with customers.

• Excellent problem-solving skills and attention to detail.

• Proficiency with CRM software (e.g., Salesforce, HubSpot) and customer success tools.

• Ability to multitask and prioritize in a fast-paced environment.

• Customer-centric mindset with a genuine interest in helping customers succeed.

• Positive attitude, strong interpersonal skills, and a collaborative approach.

• Willingness to learn and adapt to new challenges in a dynamic industry.

• Familiarity with Intercom is a plus

• Familiarity with AzureDevOps and Jira Atlassian is a plus

About ProductPlan:

ProductPlan was founded in 2013 in Santa Barbara, California, with headquarters now in Denver, Colorado. Originally, we created ProductPlan to liberate people from building roadmaps using cumbersome tools like spreadsheets and slide decks. It's been amazing to watch it grow into what it is today—a system of record for product-led companies, worldwide.

We share 3 core values that are central to everything that we do - hustle, humility and heart and we look for people who are curious, inventive, and work to be a little better every single day. ProductPlanner’s are eligible for a wide range of benefits and perks, including:

• Comprehensive health, dental, and vision insurance
• 401k options with employer match
• Employer paid Short Term Disability Insurance
• Employer paid Life/AD&D Insurance
• 8 weeks of paid parental leave
• Performance-based incentives