Product Support Specialist

At Similarweb, we're revolutionizing the way businesses interact with the digital world by revealing to them everything that happens online. Our cutting-edge platform and unique data empower over 4,300 customers globally, including industry giants like Google, eBay, and Adidas, to make game-changing decisions that drive their digital strategies.

*In 2021, we went public on the New York Stock Exchange, and we haven’t stopped growing since! *

We’re on the lookout for a Product Support Specialist for the Tier 1 team to join our Prague team on-site every day, becoming a product expert and supporting our customers. If you’re a service-oriented problem solver with a passion for tech and love engaging with teams in person, this could be your perfect role!

Here's what you'll be doing all day:

In this role, you’ll help ensure that users get the most out of Similarweb’s products. Here’s what you’ll be doing daily:

• Deliver high-quality support: Provide personalized, prompt, and accurate responses to customer inquiries (mainly via email).
• Work efficiently: Achieve high satisfaction ratings, quick response, and speedy resolutions. 📈
• Become a product expert: Learn Similarweb’s platform inside and out to offer the best possible solutions and support.
• Investigate and escalate: Identify and escalate bugs or technical issues to our Tier 2 team when needed. 🔍
• Enhance user experience: Share feedback on product improvements to help enhance our platform.
• Collaborate: Route clients to other teams when necessary, ensuring they get the support they need.

This job is perfect for you if you are:

• An excellent communicator with strong verbal and written skills in English🗣️.
• Internet and tech-savvy with a knack for picking up new software quickly.
• An experience in customer support/ customer care is a plus.
• A natural problem-solver with great critical thinking skills💬.
• Professional, highly organized, and great at prioritizing.
• A team player who loves bringing fresh ideas to the table.
• Passionate about helping people and delivering an outstanding user experience🤝.
• Collaborate in person: Work alongside your team on-site in our vibrant office every day, ensuring smooth communication and teamwork.

You’ll stand out if you also have:

• Experience with Zendesk or similar support platforms.
• Previous experience working with SaaS platforms.

Why you’ll love being a Similarwebber:

• Exciting product: Our team loves working with our platform just as much as our customers do! Imagine working with the world’s most powerful digital intelligence tool every day.
• Room for big ideas: We value open dialogue and encourage all team members to bring their ideas forward. You’ll have the resources to take initiative and create real change.
• Amazing office: Our modern office 🏢 is stocked with snacks, drinks, fruits 🍎🍌, and plenty of space to socialize with colleagues such as team events, happy hours 🍻, weekly lunches, and more throughout the year! 🎉
• Work-life balance: 5 weeks of vacation 🌴, an extra day off during your birthday month 🎂, 3 sick days 🤒, meal vouchers and a multisport card to stay active! 💪
• Tech gear: Work with the latest tech, including a MacBook Pro M3! 💻
• Stock options: As part of our team, you can become a shareholder in Similarweb and share in our success. 💸
• Career growth in any direction you choose: Whether you want to advance in support or move into a different department, you’ll find plenty of opportunities to develop your career with us.
• A truly inclusive workplace: We’re committed to creating an environment where everyone can bring their full, authentic selves to work. Diversity and inclusivity are core to who we are and how we serve our global customer base.

Ready to make a difference in customer success? 🌟

If you’re passionate about customer success, love solving problems, and want to grow in a fast-paced global company, apply now and join us on our journey at Similarweb! 🌍

#LI-Hybrid