Watershed - Product support specialist

• Assist customers in solving problems related to product features, platform usability, technical issues, product performance, and time-sensitive inquiries. • Exceed client expectations on response quality, timeliness of responses, and overall customer experience. • Partner with our growing Support team to refine workflows and playbooks for how Support operates within Watershed and customer journeys — and contribute to standardized resource materials (e.g. knowledge base content, internal playbooks) for you and your fellow team members to leverage. • Educate customers on usage of our platform and advocate for customer needs internally — with a goal of continually improving the customer experience. • Be empowered to think independently, creatively, and critically — going above and beyond to deliver the right solution for each individual customer. • Liaise with team members across the Watershed ecosystem (Engineering, Product, Sales, Customer Success, Sustainability Services, and more) to drive positive outcomes for every customer. • Explain the technical details of carbon accounting and emissions measurement methodology — and how it applies to an individual customer’s business operations. • YOU MIGHT BE A FIT IF YOU: • Have 1-2 years in a B2B/SaaS customer support environment. • Have a strong sense of customer empathy, always remaining laser-focused on the customer’s needs. • Have experience using support ticketing software, Notion, and Linear (or similar). • Are an excellent verbal and written communicator. You can readily explain complex topics to technical and non-technical audiences alike. • Have strong interpersonal skills, allowing you to function within a team and to build relationships with customers and other stakeholders across Watershed. • Are organized, systematic, and efficient. You thrive in a high-volume, evolving environment with a proven ability to multi-task, prioritize, and manage time autonomously. • Are solution-driven and won't rest until you uncover the root cause of an issue. • Are curious, and enjoy learning new things. You’re excited by the challenge of learning more about the sustainability space. • Must be willing to work from an office 4 days per week (except for remote roles) • What’s the interview process like? • It starts the same for every candidate: getting to know the team members through 1 to 2 conversations about Watershed, your experience, and your interests. Next steps can vary by role, but usual next steps are a skill or experience interview (e.g. a coding interview for an engineer, a portfolio review for a designer, deeper experience call for other roles) which leads to a virtual or in person interview panel. We prioritize transparency and lack of surprise throughout the process. • What if I need accommodations for my interview? • At Watershed, we are dedicated to ensuring an inclusive recruitment process. We provide reasonable accommodations for candidates with disabilities, long-term conditions, mental health needs, religious observances, neurodivergence, or pregnancy-related support requirements. If you need assistance during your process, please contact your recruiter.