About the Role
The Support team plays a central role in customer success by guiding users through the platform, troubleshooting issues, and building user confidence to drive meaningful climate action. This position requires deep product knowledge, proactive problem-solving, and serving as a customer advocate to inform future product development.
Responsibilities
- Help customers resolve issues involving product functionality, platform navigation, technical errors, performance concerns, and urgent requests
- Deliver high-quality, timely responses that enhance overall customer satisfaction
- Collaborate with the expanding Support team to improve internal processes and customer journey workflows
- Develop and maintain shared resources such as knowledge base articles and internal guidance documents
- Guide customers in effectively using the platform and represent their needs to internal teams to improve service delivery
- Apply independent, creative, and analytical thinking to provide tailored solutions for each customer
- Coordinate with cross-functional teams including Engineering, Product, Sales, Customer Success, and Sustainability Services to ensure positive customer outcomes
- Communicate technical aspects of carbon accounting and emissions measurement, linking methodologies to specific customer operations
Work Arrangement
Hybrid — San Francisco, New York, Denver, London, Paris, Berlin, Sydney, Mexico City, US, Europe
About Watershed
The company offers a platform for enterprise sustainability, enabling organizations to track climate and ESG data, generate audit-ready reports for standards like CSRD, and advance decarbonization efforts. Clients include major global brands. The team values product development, mission-driven work, and shaping culture in a growing startup environment. Offices are located in multiple global cities, with remote team members across the US and Europe.
The role
The Support team plays a central role in customer success by guiding users through the platform, troubleshooting issues, and building user confidence to drive meaningful climate action. This position requires deep product knowledge, proactive problem-solving, and serving as a customer advocate to inform future product development.
What’s the interview process like?
Initial conversations focus on getting to know team members, discussing the company, candidate background, and interests. Subsequent steps vary by role and may include assessments of technical skills, portfolio reviews, or in-depth experience discussions, leading to a panel interview. The process emphasizes transparency and clear expectations.
What if I need accommodations for my interview?
Reasonable accommodations are provided for candidates with disabilities, long-term health conditions, mental health needs, religious observances, neurodivergence, or pregnancy-related requirements. Candidates needing support should contact their recruiter directly.
