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).