Customer Care Representative Product Support Specialist - North America

📋 Description

• • Own the customer experience end-to-end for thousands of North-American users who rely on Leapsome to make work fulfilling. You will be the first point of contact for technical questions, product guidance, and strategic best-practice advice, ensuring every interaction leaves users more confident and productive.
• • Diagnose and resolve complex technical issues across our AI-powered performance, engagement, and learning modules. You will reproduce bugs, query logs, and partner with Engineering to deliver fixes that improve the platform for everyone.
• • Host live webinars and weekly office hours that turn curious prospects into power users. You will design agendas, create reusable content, and measure attendance and satisfaction to continuously raise the bar on customer education.
• • Contribute to scalable support processes—writing macros, updating our knowledge base, and refining SLAs—so that our small team can punch far above its weight as Leapsome doubles its user base year-over-year.
• • Translate user pain points into actionable insights for the Product Team. By tagging and trending feedback, you will influence roadmap priorities and ensure new features solve real-world problems.
• • Champion quality and compliance by monitoring ticket tone, accuracy, and resolution times. Your spot-checks and coaching tips will keep the entire NA Customer Care team at best-in-class standards.
• • Collaborate closely with Customer Success Managers and Onboarding Specialists to deliver seamless hand-offs, ensuring every account—from seed-stage start-ups to Fortune 500 enterprises—feels supported at every stage of the lifecycle.
• • Embrace a culture of continuous learning: test new AI features before they go live, share tips in weekly knowledge-sharing sessions, and use your annual $2,000 development budget to deepen your technical or domain expertise.
• • Model Leapsome’s values in every interaction—seek impact, listen & learn, challenge the status quo, take ownership, be honest & transparent, and above all be kind & humble—so that colleagues and customers alike experience the culture we preach.
• • Enjoy the autonomy of a remote-first, hybrid schedule (two days per week in our bright New York office) while staying connected to a global team spanning Berlin, London, and beyond. You can even work from anywhere in the USA for up to two months each year without missing a beat.