Associate Product Support Specialist

Job description

Bloomreach is building the world’s premier agentic platform for personalization.We’re revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the entire customer journey.

• We’re taking autonomous search mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses.
• We’re making conversational shopping a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey.
• We’re designing the future of autonomous marketing, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do.

And we’re building all of that on the intelligence of a single AI engine — Loomi AI — so that personalization isn’t only autonomous…it’s also consistent.From retail to financial services, hospitality to gaming, businesses use Bloomreach to drive higher growth and lasting loyalty. We power personalization for more than 1,400 global brands, including American Eagle, Sonepar, and Pandora.

We’re currently expanding our Bloomreach Engagement Support Team, and we’re looking for a new colleague to join as a Associate Product Support Specialist. Are you up for the challenge?

We are looking for candidates who will be flexible to work in a ²⁴⁄₇ work environment.

Tasks and responsibilities:

• Provide consulting to Bloomreach Engagement users through live chat or other channels if needed, covering topics such as:

  • Product and technical questions about the Bloomreach Engagement platform and related technologies (Shopify, Google BQ, push notifications)
  • Questions about different marketing related topics (e.g. emailing)
  • Helping our clients understand how to create reports, segmentations, campaigns or analyses in their respective projects

• Diagnose requests, walk customers through the problem-solving process and/or refer the most specialized cases to experts

• As an expert, provide help to other consultants with advanced use-cases.

What we expect of the candidate:

• Basic understanding of HTML, CSS, JS
• Problem solving skills (from identification to resolution)
• Analytical thinking and ability to learn quickly
• English language (advanced or native level)
• Interest in data analytics and online marketing
• Know how to communicate and build relationships over time with clients
• Previous work experience in a client facing role, support or in marketing

What we’ll consider an asset:

• Understanding of the link between frontend and backend, network requests
• Basic understanding of programming (algorithms, conditions, cycles)
• More than 1 year of experience in SaaS company

Added value of the role:

• Become an expert on the Bloomreach Engagement platform and help provide solutions for both clients and colleagues
• Provide immediate problem-solving to industry professionals
• Help build relationships with clients like Ebuyer, Sofology, River Island and help shape their attitude towards Bloomreach Engagement.

What you might like about this role:

• Identifying and resolving more advanced and non-standard tasks in the Bloomreach Engagement app
• Getting to the root of problems
• Cooperating with the Product team in order to improve our platform, with a possible career path leading to Product Manager
• Working closely together with business consultants, technical consultants and Bloomreach Engagement Academy trainers by providing them with knowledge about the Bloomreach Engagement Platform

Regional benefits:

• Annual medical insurance coverage for yourself and your dependents
• Annual master health check-up up to 4000 INR per month
• Statutory retirement benefits (Provident Fund Gratuity)

More things you’ll like about Bloomreach:

Culture:

• A great deal of freedom and trust. At Bloomreach we don’t clock in and out, and we have neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. We are interested in results from day one.

• We have defined our 5 values and the 10 underlying key behaviors that we strongly believe in. We can only succeed if everyone lives these behaviors day to day. We’ve embedded them in our processes like recruitment, onboarding, feedback, personal development, performance review and internal communication.

• We believe in flexible working hours to accommodate your working style.

• We work virtual-first with several Bloomreach Hubs available across three continents.

• We organize company events to experience the global spirit of the company and get excited about what’s ahead.

• We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer*.

• The Bloomreach Glassdoor page elaborates on our stellar 4.⁴⁄₅ rating. The Bloomreach Comparably page Culture score is even higher at 4.⁹⁄₅

Personal Development:

• We have a People Development Program – participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions.

• Our resident communication coach Ivo Večeřa is available to help navigate work-related communications & decision-making challenges.*

• Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow-up check-ins.

• Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)*

Well-being:

• The Employee Assistance Program – with counselors – is available for non-work-related challenges.*

• Subscription to Calm - sleep and meditation app.*

• We organize ‘DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones.

• We facilitate sports, yoga, and meditation opportunities for each other.

• Extended parental leave up to 26 calendar weeks for Primary Caregivers.*

Compensation:

• Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location.*

• Everyone gets to participate in the company’s success through the company performance bonus.*

• We offer an employee referral bonus of up to $3,000 paid out immediately after the new hire starts.

• We reward & celebrate work anniversaries – Bloomversaries!*

(*Subject to employment type. Interns are exempt from marked benefits, usually for the first 6 months.)

Excited? Join us and transform the future of commerce experiences!

If this position doesn’t suit you, but you know someone who might be a great fit, share it - we will be very grateful!

Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Bloomreach are considered property of Bloomreach and are not subject to payment of agency fees.

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