Product Support Specialist

Who We Are

In today's economy, an increasing number of workers are choosing to freelance. By 2027, half the U.S. workforce will be independent contractors. Yet there is no system of record for this vast self-employed community and the legions of businesses that increasingly rely on it. A new paradigm is needed to accommodate the future of work that is suddenly no longer in the future. That is what Wingspan is building.

Wingspan is the first payroll platform designed specifically for independent contractors and their businesses. We make onboarding, payments, and compliance easy for flexible workforces of all sizes. Whether you're a one-person business or a large enterprise, Wingspan has you covered.

We're a Series A startup based in NYC with backing from some of the best VCs and operators around, including Andreessen Horowitz (a16z) and the CEOs and founders of Warby Parker, Harry's, Allbirds, Invision, and Flatiron Health.

Now we're hiring for you: an ambitious individual ready to help build, design, and take us to the next level.

Are you ready to be part of a team redefining the future of work? Apply now!

Impact of the Role:

As a Product Support Specialist at Wingspan you are responsible for helping improve our customer's experience on our platform. You'll join a small and highly collaborative team of enthusiastic customer champions. Your day-to-day responsibilities include reactive efforts like responding to escalated customer requests and proactive efforts that help reduce customer friction such as collaborating with product teams on new features or providing training for AI tooling.

To be successful in this role, you should be a skilled written and verbal communicator capable of interacting with internal and external customers of all types with ease. You're comfortable collaborating on high complexity issues across the organization in a remote environment.

What you'll do:

• Own incoming customer issues and provide high quality support
• Serve as an expert on our product when customer issues arise, handling escalated tickets and high complexity requests over email, chat and occasional outbound phone calls.
• Fully understand customer's goals, and needs beyond their immediate ask and drive resolutions to those high level problems instead of surface issues.
• Become an expert on Wingspan's product and customer experience
• Interpret customer needs into actionable product insights and improve product satisfaction.
• Investigate, document and report on product malfunctions or performance issues.
• Create high quality content and materials to guide our customers and co-workers
• Write clear and well structured customer facing support documentation that empower users to self-serve.
• Contribute to internal knowledge by recording solutions and guides for the Wingspan team.
• Contribute to the continuous improvement of the customer experience team
• Help develop and improve internal support processes that improve the team's efficiency.
• Identity areas of automation and other efficiency improvement strategies.
• Advocate for the best customer experience across the company
• Embed in cross-functional product initiatives where you'll represent the customer's voice.
• Collaborate with product managers, designers, and engineers to facilitate a culture of customer empathy and influence product development.
  

Qualifications

• Great written & verbal communication. You're able to excel in a remote environment that prioritizes written communication for collaboration.
• Empathetic. Excellent at talking to people, understanding their problems, and making them feel heard.
• Detailed and action-oriented, with ability to manage multiple requests, respond quickly and with high quality, and problem solve on the fly.
• Curious and critical thinker. You are a proactive problem solver who is energized even in uncharted territory. You're keen to raise your hand when you see a problem, and you want to understand the why beneath it.
  
  

Requirements

Must be authorized to work in the United States. At this time we are unable to transfer or sponsor visas [for USA based roles]

• You are available to work West Coast hours (9:00pm-5:00pm ET)
• 3 years working directly for SaaS companies with Customer Support, Account Management or related experience.
  
  

Compensation

• At Wingspan, we pride ourselves on offering a competitive and comprehensive compensation package that reflects our commitment to attracting top talent. The annual base salary for this role ranges from $72,000- $83,000, and is accompanied by a target equity package and an extensive suite of benefits, including medical, dental, and vision insurance. All figures cited are in USD and pertain to workers located in the United States.
• We understand that each candidate brings a unique combination of skills, experience, and qualifications to the table, which is why we tailor our compensation packages based on factors such as expertise, years of experience, certifications, and other factors.
• Join us in our mission to innovate and excel, knowing that you will be valued and recognized for your job-related knowledge, skills, and experience. Our comprehensive benefits and rewards are designed to help you thrive both professionally and personally, as we work together to shape the future of our industry.
  
  

Benefits & Perks

• Unlimited vacation
• Competitive stock option package
• $300 one-time WFH stipend
• Medical, dental, and vision benefits
• Top of the line 14" Macbook Pro
• Travel stipend for team off-sites
• Wellhub - wellness benefit
• 401k Matching
  
  

**We appreciate candidates who are open and honest about what they're looking for so we can ensure it's a fit on both sides.**

Wingspan does not accept agency-provided resumes from recruitment firms we do not partner with, and any unsolicited resumes sent to our job-related emails or staff will not result in charges to Wingspan.

At Wingspan, we are an equal opportunity employer passionately dedicated to fostering a diverse and inclusive workplace. We wholeheartedly believe that embracing diversity of perspectives and backgrounds is essential to building the best products and providing delightful experiences for our users and team members. We are proud to maintain an environment free from discrimination, retaliation, and harassment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, ancestry, ethnicity, marital status, pregnancy, disability, genetic information, protected veteran status, or any other characteristic protected by law or ordinance. As we strive for excellence, we are committed to ensuring fair employment practices and business dealings and rejecting any form of discrimination or retaliation. These protections and commitments extend to all management practices and decisions, including recruitment and hiring, appraisal systems, promotions, training, and career development programs. Consistent with these obligations, Wingspan also provides reasonable accommodations to employees and applicants with disabilities and for sincerely held religious beliefs, observances, and practices.

If you would like to request an accommodation as part of the application process, please let us know in your submission.

Join us in our mission to create a company and products we love, as we celebrate our diverse workforce and promote an inclusive work environment that drives innovation and success.