People Matter

Product Support Specialist



Product, Customer Service
San Francisco, CA, USA · United States · Remote
Posted on Thursday, May 23, 2024

Anrok is pioneering the way in addressing a crucial challenge for businesses worldwide: navigating the complex realm of sales tax and VAT. As tax regulations continue to change and become more intricate, companies require a dependable and automated solution to manage risk and ensure global compliance doesn’t become a drag on their revenue. Anrok’s cutting-edge platform seamlessly integrates with various billing and payment systems, streamlining sales tax monitoring, registration, reconciliation, and filing across multiple jurisdictions.

We are seeking a highly motivated and customer-focused Product Support Specialist to join our team. In this role, you will serve as a key liaison between our customers and the engineering team, ensuring that customer issues are effectively communicated, investigated, and resolved promptly. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a passion for delivering exceptional customer support.

In this role, you will:

  • Interact with Anrok customers daily via email and chat to resolve high volumes of inbound tickets via email and chat while meeting SLAs.

  • Collaborate closely with the engineering and product teams to communicate customer issues, provide detailed bug reports, and work together to troubleshoot and resolve technical problems.

  • Work closely with A.I.-assisted tools and approaches to improve the quality and efficiency of responses to Anrok customers and improve documentation in multiple knowledge bases.

  • Document key findings and common themes into improved Help Center content or quick response templates to improve customer knowledge.

What excites us:

  • You have proven experience in a product support role, with a strong background in technical support, preferably in a software or technology industry.

  • Strong communication and interpersonal skills, with the ability to articulate complex concepts and processes clearly and concisely.

  • Strong problem-solving and analytical skills, with the ability to diagnose and troubleshoot complex technical issues.

  • Curiosity and drive around building and improving processes at scale.

  • Customer-centric mindset with a passion for delivering exceptional support and building positive relationships with customers.

  • Ability to work independently and manage multiple tasks in a fast-paced environment.

What we offer:

  • The equity upside of an early-stage startup with the product-market fit of a later-stage company.

  • Daily lunch and snacks for those working out of our San Francisco office.

  • Medical, dental, and vision insurance covered 100%.

  • One Medical membership covered, flexible sick benefits, and more.

  • Annual learning and development stipend for books, online courses, and conferences, as well as a curious team to share your learnings with.

  • One Medical annual membership.

  • Bi-annual team offsites and optional quarterly gatherings at the SF HQ office.

  • Home office setup stipend to ensure you have the equipment you need to thrive at work.

For employees based in the San Francisco Bay Area, we follow a hybrid model. Where we come into the office 3 days a week to collaborate in person. For employees located outside of the San Francisco Bay Area, you will work remotely full-time