Product Support Specialist

About EverAfter:

EverAfter is a no-code Customer Interface Platform. EverAfter transforms how companies interact with their clients post-sale. We enable them to productize their services by creating customized, actionable interfaces that boost client engagement, raise retention rates, and enable business expansion.

We're building a company we love with customers we love working with, and our product philosophy is the same: we aspire to make our customers feel great about what they’re building for their customers.

Job Overview

As a founding member of EverAfter's support team, you will be on the front lines providing world-class customer service. You will become an expert on our product and partner closely with EverAfter's Product, R&D, and customer-facing teams.

As a Product Support Specialist, you will play a pivotal role in collaborating with our customers, ensuring they maximize the value of our product. You will drive solutions with professional communication and internal cross-collaboration.

This role offers a unique opportunity for individuals with a product-minded approach and a flexible technical background to thrive.

About the role:

• Become an expert in all EverAfter solutions, features, and integrations.
• Monitor the support inbox and interact closely with a diverse range of customers, providing hands-on support to help them maximize the use of the product.
• Support both pre-sale and post-sale activities.
• Troubleshoot any issues that arise from customers and diagnose any blockers. Escalate issues with customer context to the R&D team.
• Create informative and engaging content, including Help Center guides, FAQs, videos, academy courses, and best practice documentation to enhance user experience and product understanding.
• Assist with testing newly released features and developing training materials to help promote usage across customers.
• This role is based in our Tel Aviv office (7 min walk from Hashalom train station) and hybrid - 3 days from our office in Tel Aviv and 2 days from your home office.
• Availability during US hours for 2 days a week is required.

About you:

• 2+ years of work experience in high-volume support roles, preferably in a second-tier or escalated support team.
• Possess strong user empathy and are an expert in the lifecycle of a support case; you can read between the lines of a user’s question, put yourself in their shoes, and get at the heart of their needs for a speedy, satisfying resolution.
• Strong written and verbal communication skills (both internally and externally).
• Ability to translate complex technical ideas into simple, easy-to-understand content.
• Demonstrated ability to wear multiple hats, managing a variety of tasks related to customer and prospect needs.
• Independent and fast learner, capable of quickly adapting to evolving product features.
• Native-level English proficiency.
• Experience with CRM implementations (HubSpot, Salesforce) - an advantage.
• Experience with REST APIs - an advantage.