Customer Service Specialist

At Tempo we’re on a mission to help teams build better, together. We are creators of top-selling Atlassian Marketplace apps, supporting more than 29,000 customers, including a third of the Fortune 500 companies, and working with hundreds of Solutions Partners globally. Our solutions help customers orchestrate creation and delivery, so their teams can focus and optimize around their highest priorities. In 2020 and in 2021 we were named Top Atlassian Vendor and we continue to be one of the highest ranked and most heavily used solutions out there.

Our product suite has grown from our popular time-tracking solution, which launched in Iceland in 2009, to resource & capacity planning, project cost tracking, project & program management, and strategic roadmapping. In 2021, Tempo acquired Roadmunk, a roadmapping solution popular with product management teams, and ALM Works, creators of the Structure for Jira suite that delights project and program managers around the world. At the beginning of 2023 Tempo expanded its Strategic Portfolio Management (SPM) suite to include LiquidPlanner’s capacity planning platform and Old Street Solutions (maker of Custom Charts).

We envision a world where everyone inside an organization works in harmony on the most impactful opportunities aligned with their mission. Come join us as we continuously innovate our award-winning products, create new solutions, and expand to new ecosystems. Are you ready to unlock the joy of building with us?

The Customer Service Specialist is central to the Customer Service and Support team, working alongside Customer Success Managers, Product Experts, and other departments. The Customer Service Specialist will coordinate and respond to Customer Service requests. In addition, the role will include the following:

What You’ll Do -

• Answer incoming customer requests regarding how to use our products, billing issues, service questions, and general client concerns.

• Provide professional customer support across numerous channels (live chat, tickets/emails, and web meetings)

• Know our products inside and out to answer questions quickly, effectively, and confidently.

• Efficiently handle customer feedback and identify trends in customer questions and/or issues as they occur with the team.

• Support the teams in coordinating customer activities such as online and in-person events and customer advisory boards.

• Update and maintain our external-facing Knowledge Base articles to ensure written documentation and self-serve resources are up to date and accurately reflect the state of the product.

Who You Are -

• Fluent in English (native level required)

• Two or more years supporting customers in a software environment, SAAS preferred

• Experience with CRM tools, Salesforce preferred

• Experience with a service management tool like Jira Service Management or similar.

• Experience with data analysis, reporting, and insight using business tools

• Self-motivated and action-oriented with strong organizational, analytical, and problem-solving skills

What's In It For You (Org-wide)

• Remote work!

• If you’re close to one of our 3 Hubs: Boston, Montreal, or Reykjavik, feel free to use the space and catch up with the local team(s)

• Unlimited vacation in most of our locations!!

• Great benefits including health, dental, vision and savings plan.

• Perks such as training reimbursement, WFH reimbursement, and more.

• Diverse and dynamic teams with challenging and exciting work.

• An opportunity to have a real impact on our business.

• A great range of social activities (both in person and virtual).

• Optional in person meet-ups and the ability to travel to our international offices

• Employee referral program

• And so much more!!

Note: As our hiring teams are global, please submit your resume in English only!

At Tempo Software, we are proud to be an equal opportunity employer and are committed to creating an inclusive culture. As such all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.