Why We Make Productboard

We started productboard because we have been inspired by product makers who have a vision. We celebrate missionaries who go for the moonshot, who stay up late at night because good enough isn’t for them. They don’t do easy, and they are not put off by failure.

We realized that these remarkable makers need the right tools to have the pulse of their customers, to stay laser-focused on the most important things, and to bring out the best in their teams. That is why we make productboard. We make product makers excel in everything they do.

Together with you, we have a unique opportunity to define and dominate a whole new category. Think the early days of Airbnb, Salesforce, Marketo, or Zendesk. We can't wait to have you be part of it.

 

Your Role

We are looking for highly motivated and experienced Customer Support Analysts with a passion for technology and an interest in product management. 

The Customer Support Analyst will support CSMs (Customer Success Managers) and their accounts that are of strategic importance to productboard, and will work on the Customer Success team to complete various account-related requests and activities. The Customer Support Analyst will develop a deep knowledge of productboard’s clients, their industries/sectors as well as their business needs.

 

Our Ideal Candidate

  • Learns the productboard platform inside and out to maximize their effectiveness with clients;
  • Receives client inquiries via phone, email, and chat
  • Answers questions regarding product functionality, perform detailed research requests, and create custom requests using the platform;
  • Diagnoses complex issues, and resolves or reassigns based on the customer's needs;
  • Escalates cases that are unresolved and communicates effectively with other teams to ensure timely resolution;
  • Organized, efficient and has intense attention to detail to ensure customer satisfaction; 
  • Manages premium service and quality of work expectations that are set with customers;
  • Has proficiency in Intercom, Zendesk or similar support software. Familiarity with other software applications is also a plus;
  • Has a strong desire to solve problems and loves being a part of a close knit team; 
  • Has at least one (1) year of professional experience;

 

Benefits

You'll join a diverse and talented team, with plenty of opportunities for personal growth, impact, and learning.

💰 Competitive compensation package with stock options

💻 MacBook Pro or notebook of your choice + 34″ monitor

📚 Budget for online courses, books and conferences

🏝 4 weeks of vacation

🍲 Free snacks, drinks, and yummy catered lunches every day 

🏋 Company contribution to Gym & Wellness memberships

🚗 Commuter benefits

🍹 Team events, such as happy hours, off-sites, and retreats abroad!

⏱ Flexible WFH policy

About productboard

productboard is the product management system of choice for everyone from Avast and Zendesk to rising stars like Metromile and Envoy. In addition to our recent $18M Series-A, Forbes Magazine named productboard 2019's most valued startup of the Czech Republic. 

  • We are backed by top Silicon Valley investors, giving us access to capital, networks, mentors, and markets.
  • Our experienced senior team provides expertise, mentoring and support. 
  • You’ll enjoy an exciting team atmosphere building a new and complex product.
  • We iterate quickly and decisions are fast. You’ll have a voice in what we do and see the impact of your work.
  • We have modern offices in Prague and San Francisco.

 

Our Culture

Our culture is one of trust and openness, free of workplace politics, and hasty decisions. Thoughtful and transparent collaboration is a value that's integral to our founding principles. For us, success is a team sport, so it's important you're a team player. 

It’s so fluffy, I’m gonna die

What we offer

💰

Competitive compensation package, including stock options

💻

New MacBook Pro (or another notebook of your choice) + 34″ monitor

📚

Budget for books, online courses and conferences

☕️

Unlimited supply of Mate Mate and coffee

🚗

Budget for Uber when staying late in the office

🏋

MultiSport card for working out

🍲

Yummy catered lunches and monthly company brunches

🏝

Five weeks of vacation

Technologies

Tools and technologies we love

  • ES7
  • React
  • Flux
  • Redux
  • GraphQL
  • Webpack
  • Prettier
  • Node.js

Elastic, Ruby, Rails, Python, Cypress.io, Redis, Heroku, AWS, CircleCI, TDD in bash, Keboola, GoodData, Intercom, Slack, productboard, Docker, Kubernetes and Terraform.

Teamwork makes the dreamwork

How we work

We work in small cross-functional teams that usually consist of three developers, a designer, and a product manager. The teams work closely together towards a specific goal related to making our customers even more awesome.

As a developer you will be part of the whole feature development lifecycle, starting with the discussion on where to focus our efforts and why. You will see all the feedback we collected from our customers linked in this cool tool called productboard ?, and you will be encouraged to come up with ideas/objections.

Before we build well architected, scalable, and production ready features, we like to test our assumptions first. (Our time is valuable! Why risk building the wrong thing?) You will support our product discovery efforts by quickly hacking together prototypes that can be validated with our customers. After evaluating the results, we’ll select the best design/architecture to use moving forwards.

When we build features, we like to pair on complex problems, conduct detailed code reviews and deploy small changes daily. When you ship your feature to production, you’ll get to communicate the update to the users who requested and bask in all the joy and praise that comes from delivering awesome functionality to passionate users. This is especially rewarding since our customers are among the brightest product minds in the industry.

We like to have fun too

What we do beyond shipping features

We take pride in our craft, and we are constantly trying to improve our skills and tooling. We organize internal tech talks, code retreats, and hackathons. We also like to share our experiences with others on various meetups and conferences.

We suck at open source, but we would like to get better, so we started hosting open source hackathons where we order beer and pizza and pair program on fixing bugs from our favorite open source projects (React.js usually ?).

But writing code is not the only thing we do. We are social creatures. We like to hang out and discuss things beyond 0s and 1s. We have regular team breakfasts and dinners, but also like to get out of Prague from time to time, so we organize team offsites – both in the Czech Republic and abroad.

After work, we continually find ourselves at nearby Vinograf, Meat&Greet and a whiskey bar in Jindrisska Tower. Every Tuesday we host a beer evening at our office where we invite our +1s and people outside of the company as well – you are invited too! We usually watch how Playstation downloads another batch of updates, discuss our recent attempts to start running again, and listen to Mike’s fresh new playlist on Spotify. We are fun.

Not sure whether to apply yet? Ask for references first!

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