Customer Support Specialist

Dovetail's mission is improve the quality of everything. We empower 85,000+ people, from agencies to universities to Fortune 100 companies, to make sense of their customer research and make better business decisions.

We’ve achieved all this with an incredibly scrappy, lean customer support team. As we set ourselves up for the next stage, we are looking for people excited about the opportunity to ensure that our customer base has an amazing experience across all our customer-facing platforms, engaging with them both directly and publicly to solve their issues and connect them with the right resources to do their best work.

Support at Dovetail is not only the voice of the customer (at a company that obsesses about the customer perspective), it is a key partner to the business in delivering a holistic, design-first experience with Dovetail. As a support specialist, you will work cross-functionally to be an expert in our product, learning to support our customers with functional and applied problems in conducting high-quality qualitative research. You will be building experiences that drive advocacy and customer love throughout our amazing customer base, as well as with our internal teams.

In this role, you will join us as one of our early customer support hires in our new San Francisco office. You will be a critical voice in shaping the systems, processes, and culture of the support team at Dovetail, as well as founding member of a global office aimed at fueling new customer growth. You will be building and scaling a world-class support organization.

If working to build out a function, founding an office, and being an expert in our product and customers is what you’re looking for in your next role, let’s talk!

Who you’ll work closely with

Emily Brogan
Inbound Customer Specialist
Alex Younes
Head of Sales
Cheri March
Account Executive
Emlyn Gavin
Head of Revenue & Operations

What you’ll do

  • Manage customer communications and support. Own all customer communications and support issues from initial contact through to resolution. Our main support channel is email support, but you'll also own any support enquiries that come via Twitter and from our Slack community. You'll triage all inbound conversations, and escalate conversations to relevant teams such as product, sales, legal, etc. You’ll communicate with customers in the language that meets their needs, but always easy-to-understand and concise.

  • Improve our systems and processes. You’ll work with your team to build and execute on the operational improvements needed to serve our rapidly growing customer base. This may look like crafting helpful content, generating 1:many experiences, working on our tooling, or training other support agents. These improvements will drive efficiencies in your own role and help our customers resolve their own issues before they contact us.

  • Be a close partner to the team in Sydney. You'll work with your counterpart and the team in Sydney to learn and get equipped with the knowledge and skills to effectively and efficiently support our customers with their product questions and requests. Our coworkers are our customers as well!

  • Become a Dovetail expert. You'll develop intimate knowledge of how Dovetail works, and what Dovetail is capable of, so that you can effectively help our customers.

  • Escalate engineering issues. You'll partner with the on-call engineering contact to escalate any support issues that require technical investigation. You'll triage and gather all the relevant details about a potential issue to help them investigate efficiently.

Our company values, from the inside out

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Values cover image 2

Your background

  • Product love. Lots of love for the Dovetail product and community.

  • Put the customer first. You have a passion for talking to and helping customers all day, every day. You’ll have some experience in a customer support or customer-facing role, ideally at a B2B SaaS company.

  • Great communicator. Excellent, concise communication so you can effectively communicate with customers and teammates.

  • The ability to switch contexts rapidly. You’ll be able to quickly react to things throughout your day and shift priorities based on the urgency needed.

  • Ambition, eagerness and the will to learn. You’re motivated by improving your skills, and growing alongside an exciting startup as we scale our customer operations.

  • Comfortable with ambiguity. You have the right attitude towards a sense of urgency, risk, and ambiguity that naturally comes with working at an early-stage startup.

All roles
San Francisco, California
Full time
Revenue
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Benefits

Equity for everyone

No matter your role, we provide equity for all along with competitive salaries. See your investment grow as Dovetail grows.

Annual retreats

We aim to go away every year to celebrate achievements and have some fun as a team, from NZ to the Whitsundays.

Equal parental leave

We offer an inclusive framework of 20 weeks equal paid leave to support new parents.

Travel to sunny Sydney

You'll have the opportunity to spend significant time in sunny Sydney to work closely with the team.

Commuter perks

We cover up to $280 per month of all your commuter costs, whether it be parking or public transport.

Develop and grow

Take a course, attend a lunch and learn, or head to a conference! We love to support you any way we can.

Extra paid days off

Enjoy ad-hoc KitKat days to take a step back and spend it however you like.

Health is wealth

We cover up to 75% of the premium plans for medical and dental. Plus, have access to Uprise (Employee Assistance Program) for you and your family.

Learn about our product-led growth sales model

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