Customer Support Specialist

About AllTrails
AllTrails is the world’s most popular and trusted platform for outdoor exploration. We connect people to the outdoors, help them discover new places, and elevate their experiences on the trail. With the most comprehensive collection of trails in the world, AllTrails supports inclusive access to nature for a global community of millions of trailgoers. Every day, we solve incredibly hard problems to get more people outside, for their wellbeing and the collective care of the natural world. Join us!
This is a U.S.-based remote position. San Francisco Bay Area employees are highly encouraged to come into the office one day a week.
Customer Support Specialist
We are seeking a Customer Support Specialist. In this role, you will engage directly with customers, understand their pain points, and ensure that the root causes of their issues get addressed in a timely and efficient manner. You'll also collaborate closely with Product, Engineering, Marketing, Analytics, and Data Operations, and report to the Senior Manager of Customer Support.
*Please note: Working schedule for this position will be Tuesday thru Saturday, with Sundays and Mondays off What You’ll Be Doing:

• Responding to and troubleshooting customer support issues and tickets across platforms (web, iOS, Android)
• Working with a close-knit team to identify trends, bugs, and escalate priority issues that need immediate attention
• Serving as the voice of our community and championing feature requests to the Product team
• Assisting the Product team with QA testing

Requirements:

• 2-4 years of work experience in a customer support role in software
• The desire to go above and beyond to help customers achieve the best experience
• Experience collaborating with Product, Engineering, and Marketing stakeholders to communicate issues
• Excellent written and verbal skills; ability to explain complex, technical concepts in a simple manner
• A natural, deep curiosity that drives you to learn, investigate, constantly ask why
• Humility, empathy and open-mindedness - no egos
• AI Native: You naturally incorporate AI tools to enhance your work. You’re comfortable writing prompts, evaluating AI outputs, and enjoy experimenting with new ways to boost creativity, productivity, and decision-making

Bonus Points:

• Ability to communicate in French. Spanish, Danish and/or Dutch would be great as well
• Familiarity with Zendesk, Jira, Ada
• Familiarity with the mapping application ecosystem
• Passion for the outdoors

Our Commitment to You:

• Competitive and equitable compensation, including ownership through equity and performance-based bonuses.
• Comprehensive health, dental, and vision coverage to support your physical and mental well-being.
• Unlimited PTO and flexible parental leave policies that prioritize your life outside of work.
• Remote work stipend to help you design a comfortable and productive home office.
• Annual continuing education budget to invest in your long-term professional growth and skills.
• Exclusive discounts on our subscriptions and merchandise for you and your friends & family.
• An authentic investment in you as a human being and a professional—we value your identity as much as your output.
• Trail Days: One dedicated day per month to get outside, use our services, and provide feedback to help us build a better product together