Director Product Support Specialists - SaaS AI at Jasper (W18)
Jasper is a leader in creating content using Artificial Intelligence
Remote
Full-time
About Jasper

Want to revolutionize Content Creation with Artificial Intelligence?

Launched in February 2021, Jasper.ai has scaled from 0 to over 55,000 happy and paying customers. On pace to be one of the fastest growing start-ups, we are backed by Y-combinator and other notable investors whose mission is to help the world write better content using artificial intelligence.

About the role

Want to revolutionize Content Creation with AI?

Launched in February 2021, Jasper.ai has scaled from 0 to over 55,000 happy and paying customers. We are backed by Y-combinator and other notable investors whose mission is to help the world write better content using artificial intelligence.

The Director of Product Support is responsible for supporting customers’ technical needs and ensuring their successful use of Jasper. We are looking for an experienced support leader to join our team and take on direct responsibility for a growing portion of our business. You will build and lead a worldwide team of highly skilled managers and specialists to deliver effective and efficient service. This role is key to driving and delivering world-class client experiences supporting a rapidly evolving and fast-scaling support environment and a complex SaaS product business. You will own the customer experience in your product area(s) by planning for and building a team, analyzing KPIs and implementing process improvements to improve team performance, coaching and developing a team or managers, and liaising directly with Product and Engineering counterparts.

Our team is passionate about supporting new employees and growing a culture of collaboration. We have a mix of experience levels and backgrounds, and we’re building an environment that celebrates knowledge sharing, mentoring and career growth. Our three founders and executive committee are passionate about people and want to share the opportunity to be part of this experience.

This role is open to candidates located in the US and can be remote based.

What you will do at Jasper

  • Create and drive a comprehensive customer success strategy for the technical support team. This includes effective hiring, onboarding as well as an operational plan including specifics around the people, process and technology required to achieve it
  • Define success criteria and establish key operational metrics to track
  • Develop standards for handling customer issues and escalation path to ensure customer satisfaction and drive successful outcomes
  • Responsible for ensuring success for the (Go-to-market) GTM rollout of support programs.
  • Identify the pain points, trends, and issues that our users and customers face. Most importantly, you will resolve those issues by directly fixing problems and by working together with the Sales, Engineering, and Product teams
  • Provide world-class Customer-first Support to our ever-growing customer base with your unsurpassed customer service and problem-solving capabilities
  • Investigate and resolve customer issues via our ticketing system or in real-time through Helpscout.
  • Ability to work on time-sensitive issues and provide timely resolution and clear customer communication
  • Assist clients with configuration and connection to other systems such as Surfer SEO, Grammarly, Copyscape, and DeepL.
  • Work with the product engineering team to communicate bugs or other issues to be fixed and incorporated into future releases.
  • Create or update customer-facing product documentation.
  • Building successful relationships with our customers, both internal and external. 

What you will bring to Jasper:

  • 3+ years people management and leading a Customer Support/Experience function
  • The ability to speak to non-technical customers when troubleshooting technical issues.
  • Excellent written and verbal communication skills in English. Solutions-oriented problem-solving and critical thinking abilities.
  • Exceptional interpersonal skills - you care about people and are passionate about helping others. Empathetic.
  • Self-starter and excited to work in an ever-changing environment. Highly motivated with a strong work ethic and good judgment. Technical writing skills.

Benefits & Perks

  • Comprehensive Health, Dental and Vision Coverage for our Employees and Families (Jasper.ai covers 100% of the premium for employees), 401(k) program with company matching, and time-off to encourage a healthy work-life balance
  • Monthly Wellness Reimbursement
  • Jasper.ai is headquartered on Sixth Street in Austin, TX. Employees are welcome to work in the office or remotely
  • A MacBook Pro and the gear you need to get work done
  • Growing a new business can be chaotic so we strive for a fun, creative, and collaborative work environment to help us meet our objectives

Our goal is to be a diverse workforce that is representative, at all job levels as we know the more inclusive we are, the better our product will be.

We are an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.

Technology

Our team is passionate about supporting new employees and growing a culture of collaboration. We have a mix of experience levels and backgrounds, and we’re building an environment that celebrates knowledge sharing, mentoring and career growth. Our three founders and executive committee are passionate about people and want to share the opportunity to be part of this experience.

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