Product support specialist

The role

We are looking for an organized, customer-obsessed, and highly motivated individual to join our Support Team in our Mexico City office. This is an opportunity to join a fast-growing team at a growth-stage start-up that works with the world’s top companies to accelerate their sustainability programs. In this role, you will be responsible for providing our customers with consistently high-quality customer support and product education. You will respond to, research, reproduce, and resolve questions and issues related to our customers’ usage of the Watershed platform, while also serving as a customer advocate by providing internal feedback to inform product improvements and new features.

You will:

• Assist customers in solving problems related to product features, platform usability, technical issues, product performance, and time-sensitive inquiries.

• Exceed client expectations on response quality, timeliness of responses, and overall customer experience.

• Partner with our growing Support team to refine workflows and playbooks for how Support operates within Watershed and customer journeys — and contribute to standardized resource materials (e.g. knowledge base content, internal playbooks) for you and your fellow team members to leverage.

• Educate customers on usage of our platform and advocate for customer needs internally — with a goal of continually improving the customer experience.

• Be empowered to think independently, creatively, and critically — going above and beyond to deliver the right solution for each individual customer.

• Liaise with team members across the Watershed ecosystem (Engineering, Product, Sales, Customer Success, Sustainability Services, and more) to drive positive outcomes for every customer.

• Explain the technical details of carbon accounting and emissions measurement methodology — and how it applies to an individual customer’s business operations.

You might be a fit if you:

• Have 1-2 years in a B2B/SaaS customer support environment.

• Have a strong sense of customer empathy, always remaining laser-focused on the customer’s needs.

• Have experience using support ticketing software, Notion, and Linear (or similar).

• Are an excellent verbal and written communicator. You can readily explain complex topics to technical and non-technical audiences alike.

• Have strong interpersonal skills, allowing you to function within a team and to build relationships with customers and other stakeholders across Watershed.

• Are organized, systematic, and efficient. You thrive in a high-volume, evolving environment with a proven ability to multi-task, prioritize, and manage time autonomously.

• Are solution-driven and won't rest until you uncover the root cause of an issue.

• Are curious, and enjoy learning new things. You’re excited by the challenge of learning more about the sustainability space.