Product Support Specialist

What are we looking for?

Arist needs a Product Support Specialist  who will be a product expert that sits on the Customer Success team. We're looking for someone to make sure this powerful learning medium is used as effectively as possible across some of the world's leading organizations.

As a Product Support Specialist ,   you'll be working alongside our Customer Success Managers, across our entire book of business, to help provide product support for both admins and learners. 

A few responsibilities of this role include:

• Be a subject-matter expert on the Arist Product and our solution for customers — work with CSMs to ensure customer needs are heard and relay information back to product and engineering, and explain technical concepts simply to customers
• Manage customer and user support requests — manage direct support channels (email and Intercom inboxes) and help funnel issues shared on calls and in email threads to engineering
• Help de-escalate product-issue frustration and do initial triaging — try to duplicate any reported issue, help gather all user information and customer context relevant to the issue, and then escalate to and work with support engineer to solve problems.
• Be the voice of customer, alongside CSMs — surface user insights about needs, pains, and desires back to the product team
• Be the primary technical contact for the customers plan admin, coordinating activities and resources to ensure the customer is realizing the most value out of the product

Your day-to-day might look like:

• Joining customer calls to learn about customer needs, or to gather or share information about user issues
• Helping troubleshoot issues related to user enrollment across various delivery channels
• Pulling analytics and working in the dashboard with enterprise clients to help them get the most value from Arist
• Responding to support requests that come in directly through support channels, or to threads CSMs loop you into

You’ll be great for this role if you:

• 5+ years in a technical customer support position at an enterprise software company
• Can be empathetic to cross functional needs between CS, engineering, and product and enjoys working across teams to support customers
• Are a fantastic written and verbal communicator, and have good de-escalation tactics
• Have a good eye for detail and strong problem-solving and decision making capabilities
• Enjoy the opportunity to work on creative projects and have a natural eye for good copywriting
• Can manage several moving parts at once and jump on highest priority customer support needs that come up
• Want to see first hand how a fast growing startup runs, as you work within multiple different domains

About Arist

🤳 Arist is the first message-based learning solution. We help leading organizations deliver learning to employees in the flow of work. 

Inspired by our founder's work with students from war-torn Yemen and trusted by dozens of leading companies, Arist is pioneering the use of short-form messages that meet learners where they are as a more accessible and effective form of digital learning and training.

Backed by Y Combinator, Craft Ventures, PeakSpan, Acadian Ventures, and the top Learning Executives, Arist is now used by 10% of the F500, helping customers create, deploy, and assess delivered all via SMS, WhatsApp, Slack and Teams. Over 95% of learners open a message within 3 minutes, leading to adoption rates and learning outcomes several times greater than any other digital learning tool.

🎯 Arist is the go-to solution for effectively delivering and measuring learning at scale.  We revolutionize the way people learn by delivering the right learning at the right place and right time.

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