Sr. Product Support Specialist

We’re looking for a Sr. Product Support Specialist to join the Pinterest Support Operations team and play a critical role in improving the Pinner support experience. You’ll take the lead in tackling complex, technical Pinner issues and collaborate with cross-functional teams like Product Operations and Engineering to develop scalable solutions. This role will be an opportunity to leverage your analytical skills and project management expertise. Your day-to-day responsibilities will focus on supporting product launches, improving user support experiences, and driving continuous improvements associated with our top line success metrics anchored in CSAT, SLAs, and operational efficiency.

What you’ll do:

• Technical Expertise: Utilize your deep product knowledge to identify, triage, and escalate technical challenges, while effectively investigating and resolving intricate issues within Pinterest’s user experience.
• Process Innovation: Develop and refine processes that empower frontline teams to conduct thorough investigations, enhancing the overall Pinner experience on our platform.
• Data-Driven Insights: Monitor and analyze support metrics to identify trends in user feedback and bug occurrences, providing actionable insights to both technical and non-technical stakeholders.
• User Advocacy: Distinguish user confusion from technical bugs, advising Product and Engineering teams while guiding users on how to achieve their desired outcomes.
• Cross-Functional Collaboration: Partner closely with Product, Engineering, and Operations teams to enhance product quality and optimize support workflows for scalability.
• Analytical Storytelling: Leverage quantitative analysis, data mining, and visualization techniques to interpret user sentiment and translate data insights into strategic recommendations.
• Customer Feedback Loop: Gather, prioritize, and transform user feedback into meaningful recommendations for product and research teams, ensuring a responsive development process.
• Support Content Creation: Craft clear, detailed, and accessible support materials (e.g., FAQs, product launch updates, internal documentation) that elevate the user experience.

What we’re looking For:

• 5+ years of experience in roles focused on product support or related fields.
• Bachelor’s degree in Business Administration, a related field or equivalent experience.
• Proven track record in troubleshooting and resolving issues for technology products and platforms.
• Strong technical capabilities coupled with exceptional written communication skills, capable of translating complex concepts for diverse audiences.
• Adept in data analysis, using data to uncover solutions and provide actionable insights to both technical and non-technical teams.
• Experience working collaboratively across cross-functional teams, particularly with Product and Engineering, in a global context.
• Proactive, action-oriented mindset with a strong sense of accountability.
• Exceptional attention to detail, with the ability to prioritize tasks effectively based on urgency and impact.
• Experience navigating complex, fast-paced environments with an ability to adapt to changing priorities.
• Proficiency in data analysis tools, particularly SQL, to derive insights and drive improvements.
• Enthusiasm for Pinterest products and experience as a user.

Relocation Statement:

•  This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.

In-Office Requirement Statement:

• We let the type of work you do guide the collaboration style. That means we're not always working in an office, but we continue to gather for key moments of collaboration and connection.
• This role will need to be in the office for in-person collaboration up to 4x per year and therefore can be situated anywhere in the country. 

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