As a Customer Support Specialist you will be responsible for supporting our dbt Cloud users. The user base is a combination of self-service and enterprise customers who commonly reach out for assistance in getting set up with our product, understanding best practices in using the platform, adopting new features or for help troubleshooting bugs (every product has them!)
At dbt Labs, we’re committed to building an inclusive team that welcomes a diversity of perspectives, people, and backgrounds. Whether or not your experience exactly fits the job description below, your passion and skills will stand out and set you apart even if your career has taken some twists and turns. If you are on the fence about whether you meet our requirements, we encourage you to apply anyway!
In this role, you can expect to…
- Respond to tickets submitted by dbt Cloud customers
- Adhere to response and escalation SLAs
- Help update and create new support documentation
- Coordinate cross-departmentally to ensure feature requests and bugs are properly communicated
- Become a dbt Cloud expert
- Be an active member of the dbt open source community
- Work 9am-5pm EST
We are looking for someone who…
- Has 3+ years of customer support experience
- Has a passion & enthusiasm for helping customers succeed
- Is SQL proficient
- Is a self-starter & eager to learnHas high attention to detail
- Has excellent verbal and written communication skills
- Is thoughtful about collaboration and communication with other departments
- Has a passion for being an inclusive teammate and involved member of the community
- Written and spoken English proficiency
You have an edge if you have…
- Experience working with a technical product at a SaaS organization
- Knowledge of the git workflow
- Worked remotely in the past (this role will be helping build our team outside the US!)
- Passion for data analytics
Compensation & Benefits:
- Salary: $70 – $90k USD
- Equity Stake
- Benefits: Office + professional development stipends, unlimited vacation, 401k w/ 3% guaranteed contribution, excellent healthcare, and paid parental leave
What to expect in the hiring process
–> Application: Fill out questions with this application. Because this role is heavily text-based (ie chatting through a ticketing system with customers) these text-based responses are an opportunity for you to highlight your written communication skills!–> Phone Screen: A phone call with our Director of Customer Success (30 minute Zoom call)–> Take home task: The task is to read and prepare for a live Slack chat. You can anticipate spending 1 hour preparing.–> Live Slack Chat: Customer Support Specialist (45 minutes on Slack)–> Panel Interview: (45 minute Zoom call each) Customer Support Team Lead Head of Customer Support Engineering Director of Customer Success –> Final Interview: CEO (45 minute Zoom call)