Similarweb is the leading digital intelligence platform used by over 3500 global customers. Our wide range of solutions power the digital strategies of companies like Google, eBay, and Adidas.
We help our customers succeed in today’s digital world by giving them access to data-driven insights, competitive benchmarks, strategic analysis, and more.  
In 2021, we went public on the New York Stock Exchange, and we haven’t stopped growing since!  

We’re looking for a Tier 1 Product Support Specialist to become a product expert, learn how to help our customers with all types of inquiries, and help us strengthen our relationships with our customers and users.
This role will report to Product Support Team Manager- Tier 1.

Why is this role so important at Similarweb?

The Product Support Specialist position acts as the first line of contact (email and live chat) for all of our users, and is a critical function in building trust in our brand, services, and products!

As a Product Support Specialist you will be helping customers both through emails and live chat.

The Support Team is often the first point of contact for new users, which gives us a unique opportunity to make their first experience with Similarweb amazing!

At Similarweb we believe that chat support is an amazing way to help our customers as quickly and efficiently as possible! To ensure we are here to help our customers on chat at all times, your manager will indicate for you which hours you are expected to be on live chat each week. Depending on coverage, your time spent on live chat will generally range from 25-90% of your shift each day.

So, what will you be doing all day?

Your role as part of the Product Support team means your daily responsibilities may include:

• Provide our customers with high quality, personalized support primarily by email and chat
• Work efficiently with the goal of achieving high satisfaction rating and quick reply and resolution times
• Become an expert user of Similarweb’s products.
• Investigate customer issues to identify bugs and escalate these incidents to the Tier 2 team.
• Route the client to other departments as needed.
• Identify and flag areas for product improvement which would improve the use of the product for our users.
• Track and update systems for reporting and analysis.

This is the perfect job for someone who:

• Has exceptional verbal and written communication skills in English
• Is Internet & tech savvy
• Has great critical thinking and problem solving skills
• Is professional
• Has creative skills and likes bringing new ideas to the team
• Is highly service-oriented with customer-facing skills
• Has the ability to multitask and prioritize

It’s a plus if you are someone who:

• Has previous customer support experience
• Has experience with SaaS platforms
• Has bilingual language skills
  
  About the team
  The Support Team has an amazingly energetic and collaborative environment. We love to help each learn and grow and are always striving for excellence as a team!
  
  
  Why you’ll love being a Similarwebber:
  
  You’ll actually love the product you work with: Our customers aren’t our only raving fans. When we asked our employees why they chose to come work at Similarweb, 99% of them said “the product.” Imagine how exciting your job is when you get to work with the most powerful digital intelligence platform in the world.
  
  You’ll find a home for your big ideas:  We encourage an open dialogue and empower employees to bring their ideas to the table. You’ll find the resources you need to take initiative and create meaningful change within the organization.
  
  We offer competitive perks & benefits: We take your well-being seriously, and offer competitive compensation packages to all employees. We also put a strong emphasis on community, with regular team outings and happy hours.
  
  You can grow your career in any direction you choose: Interested in becoming a VP or want to transition into a different department? Whether it’s Career Week, personalized coaching, or our ongoing learning solutions, you’ll find all the tools and opportunities you need to develop your career right here.
  
  Diversity isn’t just a buzzword: People want to work in a place where they can be themselves. We strive to create a workplace that is reflective of the communities we serve, where everyone is empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity and experience. We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day."