Product support specialist

About Watershed Watershed is the enterprise sustainability platform. Companies like Airbnb, Carlyle Group, FedEx, Visa, and Dr. Martens use Watershed to manage climate and ESG data, produce audit-ready metrics for voluntary and regulatory reporting including CSRD, and drive real decarbonization. We are looking for team members who love product-building, want to work hard at a mission-oriented startup, and will collaborate with us in shaping the culture of a growing team. We have offices in San Francisco, New York, Denver, London, Paris, Berlin, Sydney, Mexico City, and remote team members across the US and Europe. We hope that you'll be interested in joining us! The role We are looking for an organized, customer-obsessed, and highly motivated individual to join our Support Team in our Mexico City office. This is an opportunity to join a fast-growing team at a growth-stage start-up that works with the world’s top companies to accelerate their sustainability programs. In this role, you will be responsible for providing our customers with consistently high-quality customer support and product education. You will respond to, research, reproduce, and resolve questions and issues related to our customers’ usage of the Watershed platform, while also serving as a customer advocate by providing internal feedback to inform product improvements and new features. You will: Assist customers in solving problems related to product features, platform usability, technical issues, product performance, and time-sensitive inquiries. Exceed client expectations on response quality, timeliness of responses, and overall customer experience. Partner with our growing Support team to refine workflows and playbooks for how Support operates within Watershed and customer journeys — and contribute to standardized resource materials (e.g. knowledge base content, internal playbooks) for you and your fellow team members to leverage. Educate customers on usage of our platform and advocate for customer needs internally — with a goal of continually improving the customer experience. Be empowered to think independently, creatively, and critically — going above and beyond to deliver the right solution for each individual customer. Liaise with team members across the Watershed ecosystem (Engineering, Product, Sales, Customer Success, Sustainability Services, and more) to drive positive outcomes for every customer. Explain the technical details of carbon accounting and emissions measurement...

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