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