POSTED Oct 27

Customer Support Specialist (Remote) at AllTrails

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

Customer Support Specialist

About AllTrails

AllTrails is the most trusted and used outdoors platform in the world. We help people explore the outdoors with hand-curated trail maps along with photos, reviews, and user recordings crowdsourced from our community of millions of registered hikers, mountain bikers, and trail runners in 150 countries. AllTrails is frequently ranked as a top-5 Health and Fitness app and has been downloaded by over 30 million people worldwide.

Every day, we solve incredibly hard problems so that we can get more people outside having healthy, authentic experiences and a deeper appreciation of the outdoors. Join us! ****

What You’ll Be Doing:

  • Respond to inbound support requests via email
  • Provide assistance to customers through other mediums, such as responding to app store reviews and social platforms
  • Assist with filtering and moderating AllTrails community content
  • Become adept at troubleshooting a wide range of issues across platforms (web, iOS, Android)
  • Help produce and maintain FAQs
  • Work with a close-knit team to identify trends, bugs, and escalate priority issues that need immediate attention
  • Assist the product team with QA testing
  • Be the voice of our community and champion feature requests to the product team

Requirements:

  • 2+ years of work experience in a customer support role
  • Self motivation and a deep sense of pride in your work
  • The desire to go above and beyond to help customers achieve the best experience
  • Passion for problem-solving and the right attitude and aptitude for learning new technology in a fast paced environment
  • Excellent written and verbal skills; ability to explain complex concepts in a simple mannerCuriosity, humility, empathy and open-mindedness

Bonus Points:

  • Proficiency in Portuguese, Italian, and/or other languages
  • Experience working at a startup
  • Familiarity with Zendesk
  • Prior experience creating FAQs and explainer videos/animated gifs
  • Proven ability to quickly learn new technology and processes

Our Commitment to You:

  • A competitive and equitable compensation plan. This is a full-time, salaried position that includes equity.
  • Physical & mental well-being including health, dental and vision benefits + a monthly stipend for wellness expenses.
  • Trail Days: First Friday of each month off to hit the trails!
  • Unlimited PTO.
  • Flexible parental leave.
  • Remote employee equipment stipend to create a great remote work environment.
  • Annual continuing education stipend.
  • Discounts on subscription and merchandise for you and your friends & family.
  • An authentic investment in you as a human being and your career as a professional. 

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