Product Support Specialist (Weekend Support)

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Product Support Specialist (Weekend Support)

About Subsplash

Based in Seattle, Subsplash is an exciting award-winning team of 190+ mission-driven people who are committed to our core values of humility, innovation, and excellence. Founded in 2005, we’ve pioneered the market with the first ever church mobile app. Since then, we’ve been working together to build The Ultimate Engagement Platform™ for churches, Christian ministries, non-profits, and businesses around the world. We find excitement in serving our 14,000+ clients, creating impactful products, and delighting the 40 million real people who use our platform every day. Subsplash has won awards for best mobile experience, been voted top 100 Washington's Best Workplaces by the Puget Sound Business Journal, created some of the most downloaded apps of all time, and built enterprise software for world-class brands like XBOX, Microsoft, Samsung, Expedia, and Cisco; yet, at the end of the day, we love making a lasting impact and a difference in our world.

Working at Subsplash is more than just a job; we are a team of people who are courageous, inventive, and passionate about doing meaningful work every day. Don’t take our word for it—head to Glassdoor and see for yourself!

About Our Team

The Platform Support Team is a growing group of technically-inclined team members working to help clients learn and make the most of the Subsplash Platform. The secret to this team’s success is their wide array of skills. There are tech gurus, customer service geniuses, operations wizards, and amazing writers, all of whom contribute something unique to the team. If you like learning, teaching, technology, and animated GIFs, then you will fit right in! 

About the Role

Product Support Specialists play a key role with our clients, both as they first come on board and after their app goes live in the app stores. The Product Support Specialist role is fast-paced and requires quick learning, thinking on your feet, innovative problem solving, and a strong ability to switch gears quickly throughout the day. Product Support Specialist provide world class customer service and are both creative and technically savvy. This position is focused on weekday and weekend support. The weekday schedule and specific weekend hours are negotiable, however, Saturday availability and Sunday morning availability are required. 

Your Priorities

  • Providing clients with creative direction and solutions to problems via tickets and phone calls
  • Working closely with clients to get their apps shipped to the app stores, ideally in less than 6 weeks from signup 
  • Becoming a Subsplash Platform expert
  • Working with your team on new projects and ideas to better the client experience
  • Troubleshooting complex issues
  • Reviewing client apps for quality assurance

You Are...

  • Technical: You enjoy learning about new technology and understanding how things work 
  • A Skilled Communicator: You’re a strong writer and comfortable on the phone
  • A Problem Solver: You’re a critical thinker by nature and love solving puzzles
  • Empathetic: Helping other people makes you happy
  • A Good Teacher: You can make complex concepts seem simple
  • An Awesome Human Being: You exemplify humility, innovation, and excellence. You do great work and continuously strive to improve and grow

Bonus Qualifications

  • 1-2 years of customer service experience
  • Basic coding knowledge
  • Experience using systems like Zendesk, JIRA, Asana, and Google Apps
  • College degree

Benefits

Generous Paid Time Off, Medical Coverage, Dental Coverage, Vision Coverage, short and long term disability and life insurance all free of charge, Competitive Compensation, 401k Matching, Professional Development, Top of the Line Equipment, Referral Program, Parental Leave, Family-Friendly Culture, and the chance to work side-by-side with thought leaders in emerging tech

Remote Friendly Work

We’ve grown a lot since 2009, when our founders Tim & Kristy Turner fulfilled their dream to start Subsplash. In our continued commitment to creating a meaningful and flexible experience for our employees, we’re excited to have become a remote-friendly company! This means working from home (or anywhere else!) will be the primary experience for many of our team members. Don’t worry; we’ll still have offices (and snacks) in Austin, Seattle, and Wenatchee, WA to support those who do their best work in an office environment.

We’re still continuing to grow, and as of right now we have amazing employees in 16 states in the U.S. For the time being, that’s as far as we can go. As much as we would love to have Subsplash team members in as many places as the clients we serve, we’re focused on sustainable growth in the states where we’re already located. For this reason, if a job posting contains “Remote” as the location, that means the role can be located in any state where we currently have operations. If you’re unsure whether or not we employ in your state, please still apply! We’ll make sure to let you know either way, and we’ll reach out to you if anything changes. Let’s make waves! 

This position is classified as Full-time/Non-Exempt and therefore is eligible for overtime pay.

Note: Employment with Subsplash is contingent upon satisfactory proof of employee’s right to work in the U.S., as required by law and upon completion of a basic background check and; Employment with Subsplash is considered “at will,” meaning that either the company or the employee may terminate the employment relationship at any time without cause or notice.

Subsplash is an Equal Opportunity Employer. We value all human life as all people are created with equal dignity, value, and worth. We do not discriminate on the ground of race, color, religion, sex, age, disability or national origin, or genetic information in the hiring, retention, or promotion of employees; nor in determining their rank, or the compensation or fringe benefits paid them.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PHPLanguages
    • SwiftLanguages
    • ReactLibraries
    • RedisDatabases

Location

Subsplash is located in the Interbay neighborhood along major bus-lines with just a short walk to other neighborhoods & local food in Seattle!

An Insider's view of Subsplash

What’s the vibe like in the office?

We celebrate victories, support each other like family, & are all working toward a common goal. Open communication spreads excitement throughout the company as we hit milestones, share innovative ideas & strive for excellence. There is a thread of positivity & kindness in all that we do which sets us apart and allows for the best work-life balance!

Aly

Creative Director

What kinds of technical challenges do you and your team face?

On the Product Team, we have the unique opportunity to build high performant software that supports thousands of unique iOS and Android apps and the millions of end-users who use them. We face the daily challenge of building systems, APIs, and user interfaces that emphasize performance, versatility, and clarity to bring delight to all our clients.

Matt

Software Engineer

How has your career grown since starting at the company?

I’ve experienced tremendous growth in product management experience and skills, from business models to learning SQL to running beta tests. I’ve also had the opportunity to take on formal authority, moving from an ‘IC’ role to a manager of five fantastic employees, while building informal influence throughout a rapidly growing company.

Erick

Director of Agile Management Office

What are some things you learned at the company?

Subsplash has taught me how to listen & prioritize. Through conversations with prospective clients, I've learned how to ask intentional questions & listen well. As I juggle tasks, I've learned to better manage my time with competing priorities. From a platform standpoint, the learning never ends with the constant innovation I witness every day!

Kasey

Ministry Consultant II

What are Subsplash Perks + Benefits

Subsplash Benefits Overview

At Subsplash, our benefits + perks are designed to bring delight to our employees and their families! Each employee receives a generous amount of vacation (work hard, play hard) but we also want our team members to feel rested and refreshed every day of the week, that's why we offer flexible work from home opportunities (The perfect time to work in your sweatpants. Just saying.).

We strive to offer the best healthcare at the lowest cost possible and we offer a variety of plans to best suit the individual's personal and family needs.

We frequently have company-wide catered lunches, events, team-building activities and not to mention a healthy serving of spontaneous parties. On top of that, we keep our kitchen stocked with yummy munchies, healthy fuel, and the freezer is always packed with all the smoothie makings you could ever need.

Culture
Volunteer in local community
Partners with Nonprofits
Subsplash has partnered with various non-profits in the city of Seattle such as the Union Gospel Mission and Urban Impact
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Diversity
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Subsplash's short term disability is covered at 100% with salary continuance. Full-time employees can be rest assured that Subsplash has got them fully covered in times of need.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Subsplash offers $50,000 of Life and AD&D coverage for all full-time employees. Employees are also able to purchase up to $300,000 supplemental coverage at a very low cost.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
We offer Work-From-Home Thursdays to all employees.
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
We call it "creative professional". That means we dress casual and bring our own unique style and spunk to what we wear every day; jeans and sandals are totally acceptable!
Commuter Benefits
Company Outings
Stocked Kitchen
Unlimited munchies (including guacamole. Enough said.), coffee from a local Seattle roaster, tea, fruits and vegetables, all the smoothie ingredients you could ever need, and so much more!
Some Meals Provided
We provide monthly catered lunches
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
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