Watershed is looking for a B2B SaaS Product Support specialist to join as a founding member of our Support team in Mexico City. You will be responsible for providing high-quality support and product education for our enterprise sustainability platform, solving customer problems and serving as a key advocate for their needs within the company.
What You'll Do
- Assist customers in solving problems related to product features, platform usability, technical issues, performance, and time-sensitive inquiries.
- Exceed client expectations on response quality, timeliness, and overall customer experience.
- Partner with the Support team to refine workflows and playbooks and contribute to standardized resource materials.
- Educate customers on platform usage and advocate for customer needs internally to improve the customer experience.
- Think independently, creatively, and critically to deliver the right solution for each customer.
- Liaise with team members across Engineering, Product, Sales, Customer Success, and Sustainability Services to drive positive customer outcomes.
- Explain the technical details of carbon accounting and emissions measurement methodology as it applies to a customer's business.
What We're Looking For
- 1-2 years in a B2B/SaaS customer support environment.
- Strong sense of customer empathy and focus on customer needs.
- Experience using support ticketing software, Notion, and Linear (or similar).
- Excellent verbal and written communication skills for technical and non-technical audiences.
- Strong interpersonal skills to function within a team and build relationships with customers and stakeholders.
- Organized, systematic, and efficient; thrives in a high-volume, evolving environment with ability to multi-task, prioritize, and manage time autonomously.
- Solution-driven with persistence to uncover root causes of issues.
- Curious and enjoys learning new things, excited by the challenge of learning about sustainability.
- Must be willing to work from an office 4 days per week.
Technical Stack
- Support ticketing software
- Notion
- Linear
Team & Environment
You will be the founding member of the Support Team in Mexico City, joining a mission-oriented startup with a collaborative culture. We are looking for team members who love product-building and want to work hard.
Work Mode
This is a hybrid role based in Mexico City, requiring work from an office 4 days per week.
At Watershed, we are dedicated to ensuring an inclusive recruitment process. We provide reasonable accommodations for candidates with disabilities, long-term conditions, mental health needs, religious observances, neurodivergence, or pregnancy-related support requirements.
