Website Contentsquare

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

Diversity & Inclusivity:

Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, 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 ourJob Candidate PrivacyNotice 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

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