[Hiring] Product Support & Enablement Specialist @CultureSuite

Role Description

As a key member of the CultureSuite team, you will help clients use our digital platform with confidence, providing support and training to ensure they maximize their experience.

• Own client tickets from first response through resolution: solve what you can, keep clients updated in line with our SLA, and involve second-line specialists or R&D when needed, without losing track of the issue.
• Take part in our shared 24/7 critical incident response process, including occasional out-of-hours alerts and follow-up.
• Run dashboard training sessions for new clients and refreshers for existing ones, using our standard programme.
• Help clients while they add content to their new websites, so they launch on time.
• Write and update help articles based on the questions you hear most.
• Use AI tools where helpful to solve problems, improve documentation and work more efficiently.
• Hand over to, and pick up from, our European team each day, so nothing falls through the gap.

Qualifications

• Clear, patient explanations of technical things for non-technical people.
• A calm, friendly manner with clients who are having a bad day.
• You’re organised and comfortable working a queue with some independence.
• You like learning tools in depth and showing other people the shortcuts.

Requirements

• 1–3 years in customer support, onboarding or training for a software product.
• Hands-on experience with a helpdesk platform (Freshdesk, Zendesk, HubSpot Service or similar).
• Experience running training sessions or demos.
• Fluent in English, written and spoken.
• Based in North America/South America, with the appropriate rights to work.
• Available during North American business hours, with a regular daily overlap with colleagues in the UK and Netherlands.
• Willing to join an incident rota, with occasional out-of-hours involvement.
• Able to travel occasionally to client sites and team meetups in North America.

Benefits

• A small, collaborative team where your work is visible and your voice is heard.
• The chance to help shape how cultural organisations connect with their audiences digitally.
• Remote working, with opportunities to travel to client sites and team meetups.
• A laptop at your disposal (which can be used privately as well).
• Participation in the pension programme.
• Flexible scheduling of all public holidays as days off at other times.

Interview Process

• Informal Chat: A relaxed 20–30 minute video call with someone from the team to get to know one another.
• Interview: A more in-depth session with leadership (~60 minutes total) covering your experience and work style.
• Final Conversation: A 30 minute session with your immediate team to finalize any questions and discuss day-to-day life at CultureSuite.

To Apply

Please send (in English) a CV and a cover letter about why you think you might be a great fit at CultureSuite via the portal in the job ad.