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Product Support Agent

Heap

Heap

Product, Customer Service
London, UK
Posted on Wednesday, June 12, 2024
Contentsquare is a global digital analytics company empowering the brands you interact with every day to build better online experiences for all. Since our founding in France in 2012, we have grown to be a truly global and distributed team – known as the CSquad – representing more than 70 nationalities across the world.
In 2022, we raised $600M in Series F funding and were recognised as a certified Great Place to Work in France, Germany, Israel, US and UK.
Please Note: Scammers are posing as Contentsquare and Contentsquare team members. We’ll never initially contact you via text or GChat, and never solicit money from you. Please visit our careers blog for more information.
We’re looking for someone to join our Product Support team in the EMEA region, helping our customers receive the necessary support for success.
Our Product Support engineers are not just tech-savvy problem solvers - they are also deeply empathetic and skilled in customer service. They contribute to improving our customer experience and evolving our product documentation, with a growing emphasis on leveraging chatbots and AI to streamline support.
In the past year, Contentsquare has welcomed Hotjar and Heap into the group. Primarily, your role will entail working within the Hotjar team, who specialize in serving small and mid-market customers. However, as our integration progresses, you may have the exciting opportunity to engage with customers and product lines across all three businesses.

What you'll do:

  • Provide first-line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product-related issues while maximizing customer satisfaction through our ticketing system, Zendesk
  • Answer internal queries from our Sales and Success teams about product capabilities and customer issues
  • Gather and analyze information, evaluate impacts, and resolve or escalate issues as needed
  • Manage customer expectations around resolutions and timelines
  • Act as a customer-facing subject matter expert
  • Help create internal processes that directly impact engagement and improve our response times, including working with chatbots and AI
  • Help create help center content - this includes writing and updating existing articles, and creating visual content (like videos!)
  • Collaborate with other departments, including Product, Legal, Marketing, Customer Success and Sales

What you'll need to suceed:

  • 2+ years of experience in a customer-facing role and/or troubleshooting environment - ideally SaaS or technology
  • Have a solid understanding of HTML, CSS and JavaScript, along with a grasp of how APIs, websites and browser-based tools work
  • Have a great tone of voice and the ability to explain concepts clearly over written communication
  • Be a natural at problem-solving: with a vast range of customers using a complex product, it’s a crucial part of the job
  • Have a desire to work in a respectful and collaborative work environment
  • Full professional proficiency in English

What makes you stand out:

  • 3+ years experience in customer-facing positions
  • A deeper understanding of web technology - either from a formal education or self-taught
  • Experience using AI chatbots and ticket deflection strategies
  • Experience using JIRA and Zendesk
  • Experience using Hotjar
Why you should join Contentsquare:
▪️ We’re humans first. We hire dedicated people and provide them with the trust, resources and flexibility to get the job done.
▪️ We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits.
▪️ We are a fast growing company with a track record of success over the past 10 years, yet we operate with the agility of a startup. That means a huge chance to create an immediate and lasting impact.
▪️ Our clients, partners and investors love our industry-leading product.
To keep our employees happy and engaged, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are a few we want to highlight:
▪️ Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year.
▪️ Work flexibility: hybrid and remote work policies.
▪️ Generous paid time-off policy (every location is different).
▪️ Immediate eligibility for birthing and non-birthing parental leave.
▪️ Wellbeing allowance.
▪️ Home Office Allowance.
▪️ A Culture Crew in every country to coordinate regular outings such as game nights, movie nights, and happy hours.
▪️ Every full-time employee receives stock options, allowing them to share in the company’s success.
▪️ We offer many benefits in various countries -- ask your recruiter for more information.
We are a 2024 Circle Back Initiative Employer – we commit to responding to every applicant
Contentsquare is an equal-opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, gender expression, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portal here.
Your personal data will be securely stored in our hosting provider’s data center in Oregon (US West). We have implemented appropriate transfer mechanisms under applicable data protection laws.