Job Description
Appcues is looking for a Support Specialist to join our team! We’re building a team of driven, focused people who want to make a meaningful impact helping our customers build something their users will love. You’ll be empowered to put customers first daily. Support is more than just spending your time hammering away at a queue-it’s proactively making help even easier to come by, and anticipating the needs and questions of our customers before they have them.
This position is fully remote, but we are looking for someone located in the APAC region of the world! The shift this role will be covering is Monday-Friday 9 am-5 pm PST.
What You’ll Do
You’ll be helping our customers with all support-related issues by providing excellently written emails, Slack, and/or video chat support
Conduct training sessions for our unmanaged customer base to remove friction from their customer journey
Present customer problems and friction points to our organization in a way that leads to prioritization and actionable decision-making
Join our regular Support Office Hours to help customers in real time
Work closely with our CX, Finance, Marketing, and Sales teams to make sure that customers’ impediments are resolved as quickly as possible
Master our AI tooling platforms to level up your skills and the ability for our customers to take action based on agentic prompts
What We Are Looking For
You have a curious mind and a desire to learn - you might not have all the answers, but you are eager to discover them
You have experience working at a remote-first company and are comfortable working remotely
You like empowering users with the knowledge to do things for themselves in the future, not just fixing things for them
You love collaboration. You want to work with members of the support team and teams outside of support to do what’s right for the company and the customer
You’re an A+ listener and communicator. You can synthesize feedback and be the voice of the customer to help your teammates become better marketers, designers, builders, and more. You’ll also be eager to spend your days speaking with customers on the phone, via email, and through chat
You’re ardent about figuring things out and comfortable being uncomfortable. Our team is small, but we’ll give you the autonomy to help build better processes and continually improve
You’re driven and goal-oriented. With so much freedom and autonomy, it can be difficult to stay focused. Striving towards the prize on the day-to-day is what aligns us as a company
More than anything else, you are empathetic and have a genuine desire to help other people. Culture fit and drive to help are more important than experience.
Note - Appcues uses a market-data driven approach to setting compensation ranges, and pins compensation ranges to data provided by third-party organizations. This range is for all US-based candidates and is built to be competitive nationwide by utilizing ranges for the Greater Boston area, regardless of where in the US an employee lives (or later relocates). This range represents salary-based compensation and does not include our equity package (in stock options), 401k match, or other benefits including an office setup budget, tech budget, training and education budget, and co-working space reimbursements. Actual compensation offered to a successful applicant may be based on job-related experience and other factors consistent with applicable law. For non-US based candidates, Appcues adjusts salary ranges based on cost of labor in each market. If you have questions on the pay range in your country, the recruiter will be happy to discuss specifics during your introductory conversation.”
Our Benefits
100% remote — Remote-first, not remote-only. We’ve been globally distributed since 2020 and built everything around it. We use in-person time intentionally — teams get together when it unlocks better decisions and faster progress.
Transparency and collaboration — We keep everyone in the loop with a monthly all-hands called Allcues, a weekly company newsletter, and a Tuesday video from our CEO. You’ll always know where things stand.
Home office and tech — We cover your computer plus a $1,000 home office stipend your first year and $500 annually after that for tech.
Coworking — Need to get out of the house? We’ll cover up to $500/month.
Health and well-being — Health, dental, and vision with a generous portion of premiums covered. 401k with a match. Paid parental leave.
Learning stipend — $1,000 a year for professional development.
Equity — Everyone gets equity. We want everyone invested in what we’re building.
Flexible time off — Take the time you need. Work it out with your manager.
We use AI to help us move faster and stay organized throughout the hiring process. But the people reviewing your application, making decisions, and (hopefully) welcoming you to the team? Those are real humans. If you’d like to know more about how we handle your data, don’t hesitate to ask.
