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).