Jitter

1 Job

29 Employees

About the Company

Jitter is a fast, simple, and collaborative motion design tool on the web. We make motion accessible to every designer, enabling teams to collaborate in real-time and deliver professional animations in a fraction of the time.

Listed Jobs

Company Name: Jitter
Job Title: Senior Product Support Specialist
Job Description: **Job title:** Senior Product Support Specialist **Role Summary:** Lead the support function for a cloud‑based motion design tool, ensuring high‑quality customer experience, driving product improvement through user feedback, and scaling support operations and knowledge resources. **Expectations:** - Deliver expert, empathetic assistance to a global user base. - Own end‑to‑end support processes and continuously optimize them. - Mentor junior team members and foster knowledge sharing. **Key Responsibilities:** - Master product features, use cases, and workflows; serve as the in‑house subject‑matter expert. - Conduct technical troubleshooting, diagnose issues, and communicate solutions clearly to users. - Capture and prioritize customer pain points, bugs, and feature requests for product teams. - Design, update, and maintain help documentation, tutorials, and self‑service content. - Configure and manage service platforms (Intercom, Zendesk, Stripe, etc.) to enable scalable support. - Collaborate with engineering, design, and product to shape improvements based on user data. - Coach and mentor new support team members, ensuring consistency in quality and tone. - Explore opportunities to integrate AI or automation tools to increase efficiency. **Required Skills:** - 3+ years in SaaS product support or customer experience, preferably in creative or design software. - Proven record of scaling support operations and implementing tools and processes for high‑volume contexts. - Strong written and verbal communication in English; excellent empathy and clarity. - Technical troubleshooting aptitude with knowledge of web application basics, logs, screenshots, and reports. - Experience with modern helpdesk and customer engagement platforms (Intercom, Zendesk, etc.). - Ability to prioritize initiatives, self‑direct tasks, and drive outcomes. **Required Education & Certifications:** - Bachelor’s degree in Computer Science, Information Systems, Business, or related field (preferred). - No mandatory certifications, but familiarity with customer support or product management certifications is advantageous.