We’re looking for someone to join our Product Support team in our AMERICA 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 succeed:
- Two or more 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:
- Three or more years experience in customer-facing positions
- A deeper understanding of web technology - either from a formal education or self-taught
- Experience using AI chatbots (ADA) and ticket deflection strategies
- Experience using JIRA and Zendesk
- Experience using Hotjar
What We Do
Contentsquare is a digital experience analytics company dedicated to better customer understanding and making the digital world more human. We power more human experiences through understanding, action, and trust.
Since our founding in France in 2012, we have grown to be a truly global team, representing more than 72 nationalities in offices around the world, including New York, Texas, Colorado, London, Paris, Munich, Barcelona, Amsterdam, Tel Aviv, Tokyo, Singapore, and more.
In 2022, we raised $600M in Series F funding. In 2023, we were recognized as a certified Great Place to Work in 5 countries. In 2024, Heap and Hotjar joined the Contentsquare Group, strengthening our analytics platform to provide a 360 view of users' digital experience and to provide end-to-end service to the global market — from entrepreneurs and SMBs/growth companies to Enterprises.
Do you want to learn, innovate and contribute your unique perspective to an industry leader? Join the team dedicated to bringing more human analytics to the world!
Why Work With Us
Contentsquare has a track record of success over the past 10 years, yet they operate with the agility of a startup, providing a huge opportunity to make a big impact. Generous paid time off plans, as well as schedule flexibility with in-office and remote hybrid work options make sure employees are at their best, inside and outside of work.
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