Customer Support Specialist/Analyst - BetterWorks Systems, Inc.

About Betterworks

Betterworks is on a mission to make work better by creating software that drives meaningful and productive manager-employee relationships. Our product suite includes 1:1 meeting management, performance reviews, goals and OKRs, employee engagement, calibration and analytics. We also empower HR admins by automating necessary workflows and providing them with actionable data to inform their people strategy. Our products are used by hundreds of thousands of workers from more than 100 countries in more than 20 languages.

The Opportunity

We are looking for an enthusiastic and customer-focused Customer Support Specialist / Analyst to join our dynamic Customer Success team. In this role, you’ll be the first line of support for our valued customers, helping them navigate our platform with ease and ensuring their experience is nothing short of excellent. You’ll communicate through multiple channels—primarily email, phone, chat, and forums—so stellar communication skills are a must.

If you’re a problem-solver who loves helping people and is eager to dive deep into a product, this might be the perfect role for you. We’re looking for someone who is proactive, thinks critically about how to streamline processes, and enjoys working in a collaborative environment.

What You’ll Do

• Provide world-class support to top-level stakeholders via email, phone, chat, and other communication channels.
• Deliver empathetic, personalized solutions, ensuring each customer feels heard and valued.
• Translate complex technical issues into easy-to-understand language for users of varying technical backgrounds.
• Act as a trusted advisor for customers on OKR methodologies, continuous performance management, and feedback processes.
• Collaborate closely with Product, Engineering, Sales, and other teams to ensure timely and accurate issue resolution.
• Investigate and troubleshoot integration challenges, including Single Sign-On (SSO) and HRIS issues.
• Identify and escalate recurring issues to the product and engineering teams, contributing to product improvement.
• Create and maintain knowledge base articles to share best practices and product insights with customers.
• Suggest and implement improvements to our support processes, helping us deliver an even better customer experience.
• Mentor and develop junior members of the support team.

What You Bring

• Strong decision-making and problem-solving abilities, with a customer-first mindset.
• Genuine empathy for customers, with the ability to make them feel understood and supported.
• A collaborative team player who can both follow directions and lead when needed
• Excellent communication skills with the ability to break down complex issues into simple, actionable steps.

What We All Do

All employees share the responsibility of being aware of information security risks and adhering to information security policies and procedures.

All employees are required to participate in information security awareness and training programs.

All employees are responsible for handling data in accordance with data classification and handling guidelines. Employees should be aware of the sensitivity of the data they interact with and follow appropriate security measures.

All employees have a responsibility for reporting information security incidents in accordance with information security policies and procedures.

Why Join Us?

At Betterworks, you’ll be part of a dynamic, customer-focused team that is shaping the future of performance management. If you’re passionate about helping customers succeed and thrive in a challenging, fast-paced environment, we’d love to hear from you!

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to an inclusive and diverse BetterWorks. We believe that different perspectives lead to better ideas, and better ideas allow us to understand better the needs and interests of our diverse, global BetterWorks Community. We welcome people of different backgrounds, experiences, abilities, and perspectives and are an equal-opportunity employer.