Customer Support Specialist

Dovetail is the world’s leading customer insights hub, helping thousands of teams build better products. From user feedback and customer interviews to support tickets and sales calls, Dovetail helps you uncover insights fast—no matter the method. Driven by ambition and innovation, the Dovetail team is customer-obsessed and on a mission to help the world improve the quality of every thing. Join the ranks of Atlassian, The New York Times, Spotify, Universal, Porsche, Starbucks, and thousands more as they put their customer first with Dovetail and improve the quality of their thing.

Founded in 2017 by Benjamin Humphrey and Bradley Ayers, Dovetail has 100+ employees across offices in Sydney and San Francisco.

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.

• 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.

• 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.

At Dovetail, we’re passionate about building and fostering an environment where every team member feels supported and valued. We celebrate individualism, welcoming everyone to show up as their authentic selves every day. It’s no secret that diversity builds the best teams, large or small, so we highly encourage applications from people who identify as part of an under-represented group. Please take a peek at Dovetail’s commitment to Program 50/50 and hear why we’re officially a Great Place to Work on our careers page for more info!