Customer Service Product Specialist

| San Francisco
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"Best Places to Work 2021" -SF Business Times



You will be responsible for detecting and reporting out the top technical issues experienced by our customers. This is a critical role that requires top notch detective skills, data analysis, and clear concise communication. You will report directly to the VP of Customer Service. We’re excited to fill this role with an experienced support professional.

What you’ll do:

  • Be the subject matter expert for Molekule hardware/firmware, cloud services and mobile apps
  • Review requirements and designs for Molekule products and provide feedback on how customers will perceive new products or changes to existing products
  • Alert internal teams to emerging customer facing product related issues
  • Represent the voice of the customer with product management and engineering teams
  • Help coordinate field testing programs
  • Review and respond to field tester feedback
  • Log bug reports and work with Product Management, QA and Engineering teams to prioritize
  • Send daily/weekly reports that include top contact drivers and bug status updates
  • Coordinate with Customer Support and Community Management to develop communication plans to customers, especially around emerging issues
  • Assist in creating knowledge and training content
  • Assist in training and mentoring customer service advocates
  • Serve as customer escalation point for new/emerging and difficult technical issues
  • Work closely with product quality team to triage early field failures and newly discovered product issues

What you’ll bring:

  • Passion for solving problems
  • Excellent communication and people skills
  • Thrive in a dynamic, fast-paced, team-based environment
  • Demonstrated high level of proficiency with Microsoft Office and Google Suite
  • Excellent attention to detail and quality
  • High personal productivity with demonstrated follow-up ability
  • Minimum 2 years of experience handling chat, email, social and/or phone customer support preferably for a consumer electronics product
  • Experience with Zendesk, Jira and Centercode a plus
  • Advanced knowledge of: iOS, Android, home networking and consumer electronics
  • Bachelor’s degree

We are Molekule and we’re changing air purification. Molekule uses 25 years of breakthrough science to destroy airborne pollutants, delivering clean air. Our mission isn’t just making air purifiers, but cleaning the air everywhere. It’s a lofty goal, but that's why we need you.


Molekule Values:

Humility

"Check your ego at the door."

Determination & Grit

"We believe in what we're doing. That's why we persevere through problems."

Ownership

"We roll up our sleeves, do the work, own the outcomes, and are proud of our contributions (no matter the size)."

Community

"We're all in this together."

Passion

"We're devoted to changing the world for the better."

Growth Mindset

"I know that I don't know everything, there's always more to learn. I learn from my mistakes."

Communication

"My communications are candid, effective, respectful, and assuming good intentions."


Organizational Philosophy:

Every great accomplishment is the result of a team working in harmony, not just of individuals. We believe teamwork and a sense of egalitarian responsibility is fundamental to building a great organization.

The objective of all organizational processes is to turn our organization into something scalable, repeatable, and efficient that reflects our culture.



Molekule is an Equal Opportunity/Affirmative Action Employer. We will consider employment for qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. The Company will also not discharge, or in any manner discriminate or retaliate against, any employee who discloses their own wages, discusses the wages of others, inquires about another employee’s wages, or aids or encourages any other employee to do the same. The Company is not obligated to disclose wages.


Applicants with disabilities may e-mail [email protected] or text or call 415.439.0018, to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time.

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Location

1301 Folsom Street, San Francisco, CA 94103

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