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Similarweb is the leading digital intelligence platform used by over 3,500 global customers. Our wide range of solutions powers the digital strategies of companies like Google, eBay, and Adidas. We help our customers succeed in todays digital world by providing data-driven insights, competitive benchmarks, strategic analysis, and more. In 2021, we went public on the New York Stock Exchange, and we havent stopped growing since!

Were looking for a Tier 1 Product Support Specialist to become a product expert, assist our customers with various inquiries, and strengthen our relationships with our customers and users. This role reports to the Product Support Team Manager - Tier 1.

Why is this role important at Similarweb?

The Product Support Specialist acts as the first line of contact for all of our users and plays a critical role in building trust in our brand, services, and products.

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

So, what will you be doing all day?

As part of the Product Support team, your daily responsibilities may include:

Providing high-quality, personalized support (primarily via email).
Working efficiently to achieve high satisfaction ratings, quick response & resolution times.
Becoming an expert user of Similarwebs products.
Investigating customer issues to identify bugs and escalate these incidents to the Tier 2 team.
Identifying and flagging areas for product improvement to enhance user experience.
Tracking and updating systems for reporting and analysis.
Routing clients to other departments as needed.