Product Support Expert (Phoenix, AZ)

About Us

Trainual is a team of 100+ super-talented folks obsessed with making small business easier. And while our team members come with diverse experiences, we’re united by our passion for making ideas happen. We launched the world’s first playbook tool in 2018, and today, thousands of companies in nearly every industry use it to scale their teams. 

TL;DR

Trainual's top-tier customer support team is essential to the success of our best-in-class business playbook software. We need a product-minded, relationship-driven Customer Support team member to be the quintessential technical problem solver and customer advocate. That's where you come in. We are looking for a self-starter who cares about helping customers with a human-first, consultative approach and isn’t afraid to think outside the box. 

So, who are you? You’re a team player with excellent problem-solving and interpersonal skills. You think critically about issues and resolve them with minimal assistance. Your previous support experience has sharpened your technical + writing skills and attention to detail. Empathy is your middle name (okay, not literally) but it does guide your customer interactions. If you enjoy puzzles, games that exercise your brain, and making things better for others, keep reading!

• Inbound customer communication. We manage chat and email conversations from customers seeking support. We handle conversations in a timely manner without sacrificing high-quality responses. We’re here to help whether customers are asking how to use the product, reporting a technical issue, asking billing questions, etc. We are the team available to assist customers throughout any stage of their journey with Trainual!
• Troubleshooting complex problems. Our team is skilled in critical thinking and problem-solving. It’s essential to be curious about issues or complex questions that customers bring to us—aligning with the customer on what they are reporting, defining said problem, and taking action to gather information promptly so we can reach a resolution. Troubleshooting may also involve working with our technical team and engineers, so follow-through and internal collaboration & communication are key skills to have.
• Billing inquiries and hand-offs. It’s no surprise that customers will have questions about their plan, pricing, upgrades, downgrades, refunds, you name it... Support is often the first line of defense for these conversations, whether it’s a speedy resolution or research-heavy collaboration with success teams or finance. To handle billing conversations effectively, you must be willing to be consultative, patient, empathetic, and timely.

• Quantitative core metrics including responsiveness, CSAT, quality, and resolution time
• Technical problem solving & product aptitude
• Collaboration and communication, both with customers and teammates

About the Team:

You’ll be reporting directly to our Manager of Customer Support, Cindy Bellers, and working collaboratively with our amazing Product Expert team. We’re a small and scrappy support team looking for someone who truly wants to be part of building best-in-class customer support!

Compensation:

The compensation for this role will be based on relevant experience to the role. The starting range for this position is $55,000-62,500 and comes with full benefits and perks.

Our Benefits

Competitive salary: We pay at or above market salary in most cases and leverage extensive amounts of data to ensure everyone is paid well. 

Health insurance: We offer benefits plans to accommodate a variety of health needs, including family plans! We use Justworks to make benefits easy. We offer additional healthcare resources like OneMedical, FSA, and HSA. Plus all HSA-compatible plans are met with a company HSA match of up to $1,000 a year. 

Dental & vision: We offer subsidized dental and vision coverage. 

Short-term Disability Insurance & Life Insurance: We cover 100% of the premiums for Short Term Disability Insurance and 1x salary Life Insurance. You also have the option to purchase supplementary disability and life insurance through our provider.

Paid time off: 4 weeks of paid vacation. 5 days of paid sick time. 12 paid holidays.

Paid parental leave, including adoption: 8 weeks of fully paid time off with the ability to flex short term disability leave or PTO for 12 total weeks.

401k with a 3% matching through Guideline 401(k). 

Experience stipend: Up to $500 per year to experience something new - whether that’s a new ice cream flavor or a new country.

Great tools: Each employee receives a Mac laptop and a 27'' display (or equivalent). We’ll also purchase any of the software or hardware you need.

Complete transparency: Everyone has full access to business metrics and financial information about the company.

Hybrid Work at Trainual

At Trainual, we believe everyone has a key, literally. This value means you are an owner of your experience, productivity, and growth. TL;DR - Work when, where, and how you work best. 

- Our PHX office is open to all, and we often host remote team members visiting town! With 70% of our team in Phoenix, we prefer local candidates to foster collaboration and community. Our motto: "We like to see you more than we don’t!"

- Considering relocating? We’ll support you! We value community, trusted relationships, and easy collaboration while ensuring autonomy and flexibility.

- Regardless of where you live or how often you come to the office, Trainual has the expectation that when you are “at work” whether that’s at the office or working from home, you are in a distraction-free environment. This includes having full-time childcare.

Visa Sponsorship: We welcome and support people of all different backgrounds! However, due to the constraints of being a small startup, we are not able to sponsor or take over sponsorship of employment Visas at this time.

Check out our blog with more details here.

Ready? 

I’m getting the feeling that you’re ready to click that apply button.

If you don’t tick every box, please don’t rule yourself out just yet. We’ve seen the research that women and other people in underrepresented groups tend to only apply when the checklist is all ticks. We prioritize hiring incredible human beings over simply ticking boxes – so if this role resonates with you, hit that apply button! 

Join us in building the turnkey operations manual and playbook solution for companies all over the world! We know you want to.