We’re Knack, a code-free platform used by thousands of customers — from non-profits to the world’s biggest companies — to easily build custom apps, workflows, and databases.

We’re looking for an outstanding Customer Support Specialist to join our Customer Success team Thursday through Monday.

Our Customer Success team is about much more than just responding to customer issues.  As a Customer Support Specialist, you strive to understand how our customers find value, how they use our product, and where they struggle — then make that knowledge count by utilizing it to make our product and their experience with Knack amazing.

In this role, you will:

• Guide customers through learning to use Knack and help them with troubleshooting issues through email and our in-app messenger.
• Handle weekend emergencies and urgent issues by assisting on-call team members with information gathering and troubleshooting while keeping impacted customers updated on the issue and its resolution.
• Speed up the resolution of issues by gathering information, reproducing issues, and recognizing patterns so we’re ready to tackle them as soon as the team is back online.
• Improve our product by gathering customer feedback and, over time, recognizing patterns and areas where customers are struggling.
• Advocate for our customers and work with our product team to help them understand what changes should be prioritized.
• Help improve our knowledge base and other support materials by recommending updates to existing content and making suggestions for new support content.
• Contribute to our internal support team resources, including writing canned responses, adding to our internal knowledge base, and making suggestions for improving processes.
• Be the face of the company. Our customers interact with our Success team more than any other team in our company. When our customers think of Knack, they will think of the experiences they have with you.

We’re looking for someone who is:

• You’re patient, empathetic, and enjoy working with customers. You don’t just want to resolve an issue. You get a kick out of making a customer’s day better and putting them at ease.
• You have at least one year of experience in a customer support role for a web-based, technical product and you provided support through email (chat support would be a bonus). You’ve been in the trenches and understand both the incredible value that customer support provides and the work that it takes to give customers a great experience.
• You enjoy solving new problems every day and won’t give up if you don’t find the answer right away. Our product is very robust and it’s not the kind of product that you will learn everything about in a month, year, or 5 years. So if you like challenges and puzzles, keep reading.
• You’re always on the lookout for ways to make things better for customers and you’re willing to advocate for those changes.
• You have excellent written communication skills. You can break down complex topics into easy-to-follow guidance while being friendly and professional.
• You have experience with writing or creating help content (i.e. articles, videos, etc.) and understand best practices for doing so.

Here are a few other hints that you might be the person we’re looking for (you match up with a number of these):

• You have a sense of humor, a sense of humility, and take your work much more seriously than you take yourself.
• You have experience supporting a highly technical, SaaS product or experience with technical troubleshooting related to APIs, HTML/CSS, or Javascript.
• You are excited about exploring growth and career opportunities within a customer support team.
• You are comfortable advocating for what you need to do your best work.
• You are excited to work in an environment that emphasizes both autonomy and accountability.
• You are totally okay with big swings, wild experiments, and learning through failure.

About Knack

Knack launched in 2012 with one simple goal: to enable everyone to do amazing things with their data.

Knack makes it easy for anyone to build applications and workflows to make their data useful. Our customers use Knack to run their processes, departments, or even their entire companies.

We’ve been growing steadily since as we’ve built our team, perfected our product, and nailed our product-market fit.