Product Support Specialist at AllTrails in Remote

Summary: AllTrails is the world’s most popular platform for outdoor exploration, connecting people to nature and enhancing their trail experiences. The Product Support Specialist role involves engaging with customers to resolve issues, collaborating with various teams, and advocating for community feedback to improve the product. Responsibilities: - 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 Required Qualifications: - 1 year of work experience in a product 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 Preferred Qualifications: - 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 Required Skills: Product support experience, Collaboration with stakeholders Important Skills: AI tool proficiency, Zendesk familiarity, Jira familiarity Nice-to-Have Skills: Mapping application knowledge, Curiosity, Empathy, Humility, Danish language, French language, Spanish language, Dutch language 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.