Premium Support Advisor


We are looking for an outgoing, highly energetic, customer-focused and communicative Premium Support Advisor who has a passion for helping customers and is keen to work in a dynamic international team. This role is crucial in providing excellent and over-and-beyond support to our premium clients (such as Sky, Utopia Music, Unity Technologies, NHS Digital, SAP SE - just to name a few). The ideal candidate will be experienced in top tier customer interactions, will be detail oriented, articulate and credible with the ability to listen effectively and provide clear solutions. 


As a part of the Customer Support Team, you will work closely with our Engineering, Customer Success, Product Management and Sales departments to make a direct impact on achieving our customer centric goals. 


On a typical day, you will...

  • Deliver exceptional customer experience by going above and beyond to support our premium customers and solve their issues
  • You are comfortable engaging with customers across multiple channels - zoom calls, emails and chat 
  • Partner with the Customer Success and Services team assigned to our premium accounts
  • Prioritize and communicate around key customer issues that arise
  • Effectively escalate customer issues to the appropriate engineering teams and act as a link between the customer and the relevant internal stakeholders
  • Focus on customer satisfaction and understanding customer needs
  • Strategically avoid future customer issues by continuously educating them
  • Maximize the customer value by assessing their platform settings and helping them customize it to fulfill their desired business outcomes
  • Continuously educate yourself in the area of product management and maintain an exceptional product knowledge and strong understanding of Productboard’s product
  • Communicate closely with the product team and effectively share valuable customer feedback 


About you

  • Native English speaker (or C2 level)
  • University degree
  • You have at least 3 years of experience in a customer support/service/success role, ideally in a tech company 
  • You have experience supporting top tier customers
  • Exceptional written and verbal communication skills
  • A natural problem solver
  • Highly motivated and team oriented
  • Organized with exceptional follow through
  • Knowledge of Zendesk (Intercom or similar), Slack, Loom, Jira and Notion an advantage
  • Understanding and passion of product management, agile and software development practices a major plus


You can look forward to the following benefits: 

💰 Stock options

💻 MacBook + monitor 

📚 Budget for online courses, books, and conferences

🏝 5 weeks of vacation + sick days

❤️ 1 Volunteer Day per year for you to help causes close to your heart 

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

💚 Shared Headspace account for mindfulness & mental health 

🏋 MultiSport card to access sports facilities

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

🍀 Mental Wellness Program to support your well-being and self-care

⏱ Flexible working hours and home office

🧒🏻 Parental benefits

🎓 Language lessons

About Productboard

Productboard is a customer-centric product management platform that helps organizations get the right products to market, faster. More than 5,400 companies, including Microsoft, Zoom, 1-800-Contacts, and UiPath, use Productboard to understand what users need, prioritize what to build next, and rally everyone around their roadmap.

With offices in San Francisco, Vancouver, Dublin, Brno and Prague, Productboard is backed by leading investors like Tiger Global Management, Dragoneer Investment Group, Index Ventures, Kleiner Perkins, Sequoia Capital, Bessemer Venture Partners, and Credo Ventures. 

In January 2022, we closed our $125M Series D round, which put us into the Unicorn category of companies, with a valuation of $1.7B.

  • Join at the golden startup age — established stability of a Unicorn with space for individual impact
  • You’ll enjoy an exciting team atmosphere, building a whole new category of software
  • You can help change the way that products are built all over the world
  • We iterate quickly and decisions are fast. You’ll have a voice in what we do and see the impact of your work
  • We are backed by top Silicon Valley investors, giving us access to capital, networks, mentors, and new markets
  • We are recognized as one of the hottest tech startups on the market today, named by Forbes magazine and Business Insider as one of the best startup employers to bet your career on and are regularly recognized for our company culture

About our culture

Imagine working in a place where everything matters — most importantly, you. At Productboard, values aren’t just something we like to talk about, they’re something we live and breathe. We believe in creating a work environment where:

  • People feel empowered, supported, and included
  • Trust and transparency are built into the way we work
  • Creativity, curiosity, and continuous improvement are encouraged and nurtured every day

Forming our company values was a group effort, with every employee allowed to contribute. From profit-sharing initiatives, like stock options, to open calendars and communication, we don’t waste time on politics or ego. We champion openness by sharing our goals, success, and failures. 

Join colleagues who love what they do and who are invested in their work environment and the future of the company. Help shape our company, culture, and product!

Check out our LinkedIn Life page, Instagram profile, and People of Productboard FB page or listen to our People of Productboard podcast for a real feel of what life is like at Productboard.

Equal Opportunity Employer Statement

We are an equal opportunity employer and champion equity. It is our aim to help people from all backgrounds, cultures, and groups realize their full potential at Productboard. We do not tolerate any discrimination or harassment based upon gender identity, race, color, religion, age, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status, or any other biascovered by appropriate law. All aspects of employment, including hiring, training, promotion, and terminations, are based on merit, competence, performance, and business needs. We are committed to an inclusive hiring process and provide all candidates with equal opportunity to demonstrate their abilities. Togetherness is one of our core values, and our Diversity Council helps to ensure that we uphold the values of authenticity, humanity, and diversity to create an environment where every person matters. We are committed to leading by example to drive societal change.