What we're looking for

Merri is looking for a Product Specialist to join our growing New York based team. You will be responsible for assisting our users with product support, customization requests, and training. You will report into the Director of Product, playing a critical role in product operations and marketing, ensuring our growing customer base is educated, in the know, and most of all...obsessed with our product!

The ideal candidate has experience in a customer-facing role at an early stage SMB SaaS startup. You are interested in Product Management and passionate about the developing the skills to be an outstanding product manager. You're energetic and passionate about everything you do, and have a deep sense of pride in the company you work for and product you're building. You will quickly resolve any inbound customer questions, while also being proactive to build content and programs to educate our users on new features and how to best leverage the platform for a variety of use cases. You're a quick learner, full of positivity, and love helping people.

If you’re eager to make a meaningful impact at a fast-growing startup, we'd love to meet you!

Responsibilities

• 💯 Put customer needs first & support their journey on Merri to provide the best service possible
• 🖥️ Become the in-house Product Specialist, understanding exactly how users are engaging with our product so that we can prioritize new features accordingly
• 🗨️ Manage all customer support channels, resolving all tickets within defined SLA
• ❗ Identify and escalate any recurring themes, synthesizing feedback as potential product solutions, and actively assist with developing & testing those solutions
• ✏️ Own our customization request workflow, ensuring all assets are delivered to users on time
• 🗒️ Partner with Product & Marketing team to create training content to drive user engagement & improve usage metrics
• 🗣️ Lead group training sessions with planners, venues, and vendors

Qualifications

• 3+ years of experience in Strategic Consulting, Customer Success, Account Management or Client Services Roles
  • SaaS experience a plus, but not required
• Tech saavy - ability to become an expert in a product & own all technical support requests (e.g. live chat, help inbox, and support phone calls)
• Strong interpersonal skills - you can turn a negative interaction into a positive one through an ability to form relationships with users
• Clear communicator - knows how to ask the right questions to get to the core of a problem
• Organized and pro-active - you're maniacal about your to-do list and are always thinking of ways to improve processes