Product Support Specialist

About AllTrails

AllTrails is the app for exploring the outdoors. We help people spend more time outside by connecting them to their next adventure. Home to the world’s largest outdoor community, with members and trails around the globe, you can find AllTrails in the Apple App Store, Google Play Store, and at alltrails.com.

Every day, our team works to get more people outside and help our members have better experiences on the trail. We lead with our values–positivity, innovation, humility, adaptability, inclusivity, and stewardship–in everything we do. Join us!

This is a U.S. based remote position. While this role does not require in-person attendance, we have a strong preference for candidates based in or near one of these cities: San Francisco CA, Portland OR, Seattle WA, Denver CO, and New York NY. Being in one of these cities creates opportunities to connect with teammates through Trail Days, co-working sessions, and local gatherings while still having the flexibility to work remotely. San Francisco employees are highly encouraged to come to the office one day per week. 

About this role

As a Product Support Specialist, you'll be the direct connection between our customers and the teams who build AllTrails. You'll listen closely to understand what users are experiencing, help resolve their issues efficiently, and make sure the root causes get in front of the right people; whether that's Product, Engineering, Marketing, Analytics, or Trail Data Operations. You'll report to the Head of Customer Support and help every user get the most out of AllTrails.

What you'll be doing

• Troubleshooting and resolving customer issues across iOS, Android, and web; digging into app behavior to find real answers
• 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
• Reproducing and documenting bugs to help Engineering triage and resolve issues

What you bring

• Experience working in technical or software support
• Ability to manage a high volume of tickets while still making every customer feel heard, utilizing exception time management and high empathy
• 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

Bonus points

• Ability to communicate in French, Spanish, Danish and/or Dutch
• Familiarity with Zendesk, Jira, Ada
• Experience in working with a Support AI Bot
• Experience contributing to publicly facing support content (eg Help Center)
• Familiarity with the mapping application ecosystem
• Passion for the outdoors

Perks & Benefits:

• 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 in addition to company holidays
• Dedicated time once a month to test and improve our product through company-wide no-meeting days
• Fully paid parental leave to birthing and non-birthing parents
• 401k Match & access to financial wellness resources through Origin
• Remote work stipend to help you design a comfortable and productive home office
• Annual learning stipend 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