Product Specialist

About the role

Tome is bringing storytelling into the modern era by constantly narrowing the gap between what creators mean to express and what their audiences experience. As a Product Specialist for our customer experience team, you will be responsible for ensuring that our customers receive excellent support and have a fantastic end to end experience.

You will use your expertise in Tome to resolve customer issues, provide technical support, hold onboarding & training sessions, and be a voice of customers internally as you work with cross functional teams.

What you’ll do

  • Support customers across various channels including live chat, email, social media, and community.

  • Host product demos, onboardings, and webinars via video sessions.

  • Troubleshoot and resolve customer issues by identifying the root cause of the problem and working with other teams to find a solution.

  • Escalate complex issues to other teams and ensure that they are resolved in a timely manner.

  • Monitor customer satisfaction metrics and work to improve the overall customer experience.

  • Create and update customer support documentation, including knowledge base articles, FAQs, and troubleshooting guides.

Who you are

  • You have 2+ years of experience in customer support or related field.

  • You have experience with customer support and feedback tracking tools, such as Intercom or HelpScout.

  • You’re passionate about creating delight for users both at scale and individual customer interactions.

  • You have strong problem-solving skills and ability to identify root causes of issues.

  • You have excellent verbal and written communication skills

Bonus Points

  • You get excited by new productivity tools at work and find yourself as an early-adopter

Tome Perks:

💰 Compensation & Equity 

  • We offer competitive compensation & equity packages. At Tome we want you to feel ownership over the work you do and capitalize on the upside you create in the company.

🏝 Unlimited PTO 

  • Take the time you need to with unlimited vacation days.

🏩 Full Medical/Dental/Vision Insurance Coverage

  • Choose the coverage that suits you.

🛌 Sick Leave 

  • Unlimited. Take the days you need to feel your best and do your best work.

👼 Parental Leave 

  • Tome offers 3 months of paid time off for maternity & paternity leave.

💸 Retirement 

  • Tome offers a 401k plan through Human Interest

🍱 Weekly Lunch Stipend 

  • Weekly UberEats credit to order a favorite meal.

🚎 Commuter Benefits 

  • For those in the Bay Area we offer: up to $25/day in parking ($350 for a monthly pass) & Muni/Bart rides (up to $350/month).

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