Product support specialist

ABOUT WATERSHED

Watershed https://watershed.com/ is the enterprise sustainability platform. Companies like Airbnb, Carlyle Group, FedEx, Visa, and Dr. Martens use Watershed to manage climate and ESG data, produce audit-ready metrics for voluntary and regulatory reporting including CSRD, and drive real decarbonization. We are looking for team members who love product-building, want to work hard at a mission-oriented startup, and will collaborate with us in shaping the culture of a growing team.

We have offices in San Francisco, New York, Denver, London, Paris, Berlin, Sydney, Mexico City, and remote team members across the US and Europe. We hope that you'll be interested in joining us!

THE ROLE

Watershed is on a mission to help companies measure, reduce, remove, and report their emissions. Our success is defined by the success of our customers — we're looking to bring on a key member of our Support team to help our customers get the most out of their climate programmes.

Our Support team sits at the heart of the customer experience, helping users navigate the Watershed platform, troubleshoot challenges, and build the confidence to drive real climate impact within their organisations. In this role, you'll go deep on our product to understand how customers use it — responding to, researching, and resolving their questions while acting as their internal advocate, feeding insights back to our Product team to shape what we build next.

WHAT YOU'LL DO:

- Assist customers in solving problems related to product features, platform usability, technical issues, product performance, and time-sensitive inquiries.

- Exceed client expectations on response quality, timeliness of responses, and overall customer experience.

- Partner with our growing Support team to refine workflows and playbooks for how Support operates within Watershed and customer journeys — and contribute to standardized resource materials (e.g. knowledge base content, internal playbooks) for you and y...