Product Support | Custormer Support
What is Teachable?
Teachable is the platform for experts and businesses who take education seriously. In a world where anyone can ask AI for information, we're the home for those who educate with purpose, modernity, and humanity. We help experts and businesses scale their impact and operations through courses, coaching, and digital downloads that students actually love. From a finance expert teaching Python for investment analysis to a multilingual coach offering business Spanish for executives, Teachable powers human-led learning that drives student trust, connection, and results. With a sleek, intuitive interface and AI as a time-saving partner, the platform enables transformative education rooted in real-world experience. Teachable experts have lived it—that's why they teach it.Are you ready to join a dynamic, cross-cultural team at an exciting turning point in our company’s journey? Part of the global Hotmart Company portfolio, whose platforms have helped creators, experts, and businesses earn more than $10 billion, Teachable continues to cement itself as a true industry leader. Together, Teachable and Hotmart are delivering market-leading products that prioritize student outcomes, business growth, and flexibility. If you have big ideas, relish the chance to challenge convention, and deeply believe in the power of real-world learning to shape the future, we want you on our team!What is the role?
As a Product Support Specialist at Teachable, you play a crucial role in empowering our users to excel on our platform. You will troubleshoot complex technical issues, contribute to our operational success, and participate in experiments to elevate the value Product Support provides to customers and the business. You are the bridge between our innovative product offerings and the needs of our creators. Your dedication to understanding our products and your commitment to exceptional customer support will contribute to the growth and success of our creators’ businesses.
In this role, you'll:
- Engage with customers through various channels including chat, email, and virtual meetings to provide timely and effective solutions.
- Collaborate closely with cross-functional teams to efficiently troubleshoot and resolve customer issues, delivering seamless support experiences.
- Actively participate in team meetings, company-wide discussions, and one-on-one sessions to stay informed and contribute to the team's success.
- Consistently meet or exceed both individual and team Key Performance Indicators (KPIs) to ensure high-quality support.
- Take the initiative to update Help Center articles, train our AI agent, and enhance other support resources to improve the overall customer experience.
- Support colleagues by promptly addressing questions and sharing insights in designated team communication channels.
- Contribute to product launches by sharing valuable customer insights and feedback, ensuring continuous improvement of our offerings.
- Additional tasks as approved by leadership.
What Success Looks Like:
- Demonstrate expert product knowledge and provide creative solutions that align with customer needs to enhance their understanding and experience.
- Communicate with enthusiasm and empathy, crafting responses that drive positive outcomes and resonate with the customer's tone.
- Display a curious and resourceful attitude by proactively seeking information to better assist our diverse audience.
- Lead by example by consistently delivering a high volume of quality work and sharing your knowledge with newer team members.
- Contribute to operational excellence by keeping resources up to date, offering constructive feedback to leadership, and collaborating with colleagues to enhance the customer experience.
- Take on new and unfamiliar tasks with enthusiasm and poise, collaborating with leadership and appropriate stakeholders to deliver high quality results in a timely manner.
What You’ll Bring:
- 2+ years of experience in product support, preferably in a Software as a Service (SaaS) environment
- Excellent written and verbal communication skills.
- Fluent or advanced English proficiency (spoken and written) required.
- Familiarity with debugging tools, browser developer tools, and log analysis
- Strong problem-solving abilities and a proactive approach to challenges.
- Ability to work in a fast-paced, dynamic environment while maintaining a positive attitude.
- Experience with customer service platform