Wunderkind is looking add a Product Support Specialist to Wunderkind's growing product team. This is a role that will collaborate very closely with Product and Project Management.
Who You Are:
As an end-user champion, you'll use both technical and customer-facing skills that will allow you to be the 'voice' of the product and the greater Product & Engineering organization. This role requires organizational vision, exceptional influencing and motivating skills, strong communication skills, an analytical mindset, and a deep understanding of the user experience. You'll also be able to work successfully across various user groups, teams and countries.
This is an exciting opportunity to help innovate at the leader in the performance marketing space. If you love digital marketing, the fast-paced environment of a startup, problem solving, and working closely with users, we want to hear from you!
What You'll Do:
- Own communications with stakeholders who identify bugs, ask product-related questions, or request new features
- Have knowledge of our constantly evolving products and ensure that user feedback flows to the correct team to fuel improvement and innovation, and drive impact to team goals
- Liaise cross-functionally within Product & Engineering (Product Management, Project Management, Product Design, Engineering, Data, Solutions Engineering, and more) for the related vertical to help determine issue urgency and priority
- Ensure roadblocks and delays are identified and communicated back to stakeholders to set proper expectations for issue resolution, especially if any clients are directly impacted
- Use quantitative and qualitative data to identify trends, maintain a pulse on user feedback, and manage tracking and reporting on each vertical's bug frequency to determine commonalities in an effort to provide broader context into issues that need to be addressed
- Develop a triage strategy to drive down bug reports and end-to-end resolution time
- Manage ad hoc projects that support both the team and Product Team initiatives
Qualifications:
- 2+ years of Product Support experience (or similar relevant experience)
- Self-starter; ability to move projects forward with little direction
- Ability to manage multiple projects concurrently
- Intellectual curiosity to research, learn, and apply industry knowledge
- Strong customer empathy and a passion for supporting great user experiences
- Strong written and verbal communication skills
- Strong analytical and problem solving skills
- Martech/AdTech/SaaS experience is a plus
- Experience at a startup or high growth company is a plus
- Experience with product management tools (i.e. Atlassian, Looker) is a plus
On the fence? Apply anyway! We know that imposter syndrome can get in the way of meeting incredible candidates, and don't want it to get in the way of meeting you!
Learn More About Our Company, Culture and 5 Core Values:
DRIVE UNDENIABLE PERFORMANCE:
- Wunderkind is a leading performance marketing engine that delivers tailored experiences at scale
- Digital businesses use Wunderkind to remember who users are better than ever before, allowing them to deliver high-performing, one-to-one messages on websites, through emails and texts, and in ads at a scale that's not otherwise possible.
COME HUNGRY:
- Driving $1.2 billion dollars annually in revenue for top eComm brands including Hugo Boss, Cole Hann, Fender, Bed Bath & Beyond, Gucci and more
- Incredible growth and promotion opportunities for top performing employees whether it be a leadership track or building out your own unique specialities
CARRY EACH OTHER:
- Unwavering commitment to culture, community, office events, and DEI initiatives
- Fully stocked snacks, beverages, and weekly sandwich bar or catered lunch
- Exceptional management training programs and internal opportunities for 1:1 coaching
BOUNCE BACK:
- Company support and flexibility through all professional, personal, political, and world news and development
- Generous work life balance with 20 days PTO, 1 floating holiday, 14 National Holiday closures, Summer Fridays, 2 weeks of Newly-Wed PTO, Maternity & Paternity leave offerings
RESPECT PEOPLE, PRIVACY, IDEAS:
- Proud to be an equal opportunity and safe workplace
- Strongly committed to equal employment opportunities for all races, colors, ancestries, national origins, marital statuses, age, citizenship, disabilities, genders or gender identities, or Veteran status
The base salary range for this role is $80,000 to $90,000. Actual compensation packages are based on several factors that are unique to each specific candidate; including but not limited to skill set, depth of experience, applicable certifications, and geographic work location. This may vary depending on living location and market rate.
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