Product Support Specialist (Remote)

Copper isn’t just another CRM. Most CRMs are glorified databases with legions of custom fields that attempt to make business processes repetitive. But just as no two people are identical, neither are most sales processes. Copper takes a human and action-centered approach by building tools that work in the background so businesses can focus on keeping up their long-term connections.

Copper surprises people: Clients tell us they actually love their CRM, but this notion was previously a feat of impossibility. We’re turning CRM on its head by offering a beautifully crafted, Google Workspace-native tool that offers productivity, organization and visibility.

It’s an exciting time to be part of Copper. We’re expanding into new product areas with a goal to deliver a suite of customer-growth solutions. There are few individual players left in the business productivity category who are truly capable of capturing significant market share. We’re one of them – with a strong foothold in the space, and funds raised of $100 million.

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We are looking for a Product Support Specialist who can investigate and resolve incoming tickets (and the occasional chat). The role requires excellent communication + reading comprehension skills as they interpret the client’s concerns and navigate their options to best serve the client. There are also secondary responsibilities such as updating documentation and staying up-to-date on the product and policies. A strong candidate is eager to address the client’s concerns, resilient as they work through obstacles, and reliable as they repeatedly delight the customer.

What you’ll do…

• Become well-versed in our CRM in order to assist customers and fellow coworkers when questions arise
• Responding to individual customer/technical support issues and ensuring a timely response to all inquiries
• Use of Intercom ticketing, support chat, and internal tools
• Work with Support leadership and other members of the Customer Success team to improve internal processes and escalate emerging needs
• Identifying technical issues, suggesting enhancements, and communicating them to the company
• Following outlined workflows for resolving tickets using macros, tags, and troubleshooting guidelines
• Problem solve and create solutions to meet customer requests
• Daily huddle with the Support team
• Ownership of individual performance metrics including first response time, customer satisfaction, and time to resolution.

What you’ll have…

• Track record of consistency and quality service
• Positive attitude and ability to persevere through multiple customer challenges each day
• Excellent team player and able to work under own initiative
• Passion to exceed customer expectations while maintaining efficiency
• 2-4 years prior experience in customer or technical support
• Excellent oral and written communication skills
• Self-motivated and obsessed with continuous improvement
• Tech savviness and an efficiency with SaaS applications
• CRM experience preferred

Our compensation package includes…

• Monthly internet and cell phone allowance
• Monthly health and wellness allowance
• Very generous stock options
• A competitive salary
• Comprehensive benefits - health, dental, vision, paramedical, short/long term disability + life insurance (given from day 1)
• Unlimited vacation (given from day 1)

Our teams are located in the UK, Canada and in the United States. We are remote first, and we are an equal-opportunity employer.

At Copper we are committed to building and empowering a diverse and inclusive environment. We recognize that diverse teams are strong teams, so we encourage people from all backgrounds to apply.

If this opportunity sounds interesting, apply today! We would like to hear from you.