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(Senior) Product Support Specialist, EU

Pitch is the collaborative presentation software for modern teams.

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51-200

Pitch is the collaborative presentation software for modern teams. We're focused on making it fast and delightful for teams to create and deliver beautiful presentations, and easy for anyone to find inspiration from templates crafted by experts. Since we launched Pitch publicly in October 2020 and raised our Series B funding in 2021, over 100,000 teams have adopted Pitch as their presentation software of choice, including top brands like Intercom, Superhuman, and Notion.

Founded by the team that created Wunderlist, Pitch makes it easy for teams to work together to develop beautiful presentations. Our community support team is growing and and we’re looking for an experienced product support specialist to help us answer a wide range of questions, troubleshoot technical issues, and share the voice of voice of the customer internally.

You'll provide fast, effective, and high-quality customer support to customers across the world and provide helpful tips and guidance on how to use Pitch. If you have a natural affinity to help others, and are eager to work with a remote team and a global community, we'd love to talk to you!

What you will do

  • Create an excellent customer experience by responding to Pitch users in a way that shows you’re knowledgeable, friendly, and empathic to their challenges.

  • Manage multiple customer support channels to respond to customers, incl. Intercom messenger, emails, and video calls as needed. You will also respond to questions on social media channels.

  • Become the expert on billing-related questions and act as the internal point of contact between support and the product team that manages our payment system. You might take on additional relationships with other product teams later on.

  • Efficiently triage and report product bugs and escalate urgent issues to our developers.

  • Regularly review open issues reported by customers and assign priorities in collaboration with product and engineering teams.

  • Proactively update and further develop support training material and internal workflow documentation.

  • Highlight user feedback for the wider team and actively influence the product roadmap.

  • Collaborate in cross-functional projects to continuously improve the user experience.

  • Contribute to tooling and process improvements in order to enable support at scale.

What you should offer

  • You have at least 3 years of relevant professional experience, including 1+ years of providing billing support, ideally in a B2B or tech environment.

  • You thrive on day-to-day interactions with users, problem solving, and bringing their feedback constructively into the company.

  • You have experience helping customers with questions about their invoices, payment methods, refunds etc. and have ideally worked with Stripe already.

  • You have a good technical understanding of software products, and are able to conduct initial investigations and troubleshoot complex situations with customers on your own.

  • You’re familiar with support and community tools and their integrations, and have worked with ticketing systems, communication platforms, or CRMs like Intercom and Hubspot.

  • You have excellent written and verbal communication skills.

  • You're a self starter, work independently, and know how to prioritize and organize your tasks.

  • You love working remotely and have experience working with distributed teams across different timezones.

Curious what it's like to work at Pitch? Find out more about how Pitch operates as a remote-first company through using powerful collaboration tools and dogfooding our own products!

Pitch was founded in Berlin, but as a remote-first company, our team works together from all over the world. With that mindset, we're building an inclusive workplace that invites diverse perspectives, and values talent from diverse personal and professional backgrounds.

Sounds like a good fit? Join us on our mission to enable every team's best thinking - we look forward to hearing from you!

Not quite sure whether that's a role for you? No problem! If you can't find any open role that caught your eye, but are interested in working at Pitch, you can always submit your resume here. We will follow up as soon as we open up a position that matches your skillset and aspirations!

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About Pitch

Learn about Pitch and their company culture.

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Every day, ideas are born. Ideas to start a business. Change a community. Transform the world. But ideas alone are not enough.

Pitch began with a belief that when people come together around an idea, and are empowered by the right software, great things can happen. Great is more than the sum of its parts: just like a great team is more than a collection of individuals and great presentations are more than a collection of slides. Great is a little slice of magic (and you know it when you see it).

Great software drives our modern lives. We use Slack, not email. We jump on a Zoom call, not on the phone. So why are we still using presentation software that was designed last century?

Pitch is a new beginning

When we needed Pitch, it wasn’t there. So we built it. We rethought presentations from the ground up: how we create them, how we use them, and how we share them. Pitch is answering years of frustrations about how hard it is to bring ideas to life, easily and in style.

We are a team of eight co-founders who previously built Wunderlist. Pitch is the modern presentation software we wish we had: designed to improve the way presentations are crafted and knowledge is shared.

We’re a group of people who love collaborating to create well-crafted, delightful products. For us, the best part of building a company is taking an idea that everyone believes in and working together to turn that into a reality. That's why we're excited about Pitch: We're creating a product that helps people work better together.

Be part of our mission

We’re looking for passionate people to join us. We value flat hierarchies, clear communication, and full ownership and responsibility.

Benefits include

  • Quality-driven environment

  • Competitive compensation and equity package

  • Healthy work-life balance

  • Educational stipend

  • Flexible hours and vacation

  • Parent-friendly company culture

  • Remote-friendly environment

  • Top-of-the-line equipment

Tech stack

Learn about the technology and tools that Pitch uses.

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Benefits and perks

Learn about the benefits and perks that Pitch provides.

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Healthy work-life balance

We have a generous PTO policy to help encourage work-life balance. A remote-friendly environment with flexible hours and vacation. Observe public holidays according to your country and culture.

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Employee development

Pitch equips employees with in-house learning and development courses plus an educational stipend.

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Competitive compensation

Pitch offers competitive compensation and stock options to all employees.

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