Funnel is growing and we are looking for more people to join the team. In the role as Support Specialist, you will not only be part of making an impact on the business but also form the processes and set the bar high in our new Support function!

About the role

*We are office first from our Boston office - 3 days/wk onsite and the ability to work remotely the other 2

We are building a world-class support function. This role will be part of a team that will manage all incoming Funnel user queries. The support team will work continuously to share insights with the rest of the organization as well as building smart solutions to eliminate the need for support.

Some tasks and responsibilities:

• Helping Business Customers troubleshoot the product and usage

• Triage a wide range of requests and safely courier the information to the right team (e.g. Development, Product, Customer Success, Solution Consulting, Finance)

• Look after the knowledge base, making sure each Business plan has relevant content and that it can be surfaced easily

• Elevate burning issues and emerging trends to the business in a way that makes it easy to understand and take action

Who you are

Personality traits:

Service-oriented - You get energy from helping customers and solving their issues, and are able to adjust depending on the customer.

Challenging - You dare to challenge customers, colleagues, and yourself, ask the right questions and be transparent if something does not work.

Collaborative - You are a team player and enjoy cross-collaboration with other departments and countries.

Curious - You want to understand how the product works, improve how we work, and find new ways of working.

Openness - You thrive in a dynamic and fast-changing environment where all answers and processes are not in place.

Skills and experiences:

• Minimum 2 years of experience in technical support management handling B2B customers

• Experience working with a technical product

• Technical understanding, strong analytical and problem-solving skills.

• Knowledge in how to write in a pedagogical way when communicating with customers in chat/email

• Bi-lingual preferred (especially Spanish)

• Bonus points:
  * Experience working in a SaaS company
  * Basic knowledge of the digital advertising and digital analytics space
  * Proficiency in Microsoft Excel/Google Sheets.

As a Funneler, your benefits and perks are:

• Comprehensive insurance including medical, dental, vision, and life
• 160 hours (20 days) of Vacation
• Industry leading 401k matching - dollar for dollar up to 6% (after 90 days)
• Industry leading 14 Weeks Parental Leave (i.e. Maternity and Paternity) leave at 100% compensation, with a “ramp up” period to return to work
• Commuter Benefits - pre tax
• “You-focused” training and onboarding program
• Transparent career ladder for advancement
• On-site gym
• Snacks and a range of drinks to choose from (including our own Nitro Cold Brew!)
• Located directly across from South Station for an easy commute
• A multicultural and diverse working environment

Frequently Asked Questions:

Can you sponsor me?

Unfortunately, no, at this time we cannot.

What does this position pay?

To attract talented individuals, our compensation is “market” and our benefits are quite generous. This role will fall in the $70-80K range.

Where is Funnel located?

Funnel’s US office is at 175 Federal Street, Boston, Massachusetts, and the corporate headquarters are in Stockholm, Sweden.

Are you okay with remote work?

We come into the office 3 days a week. In the future, we plan to continue this hybrid policy - at this time, we do not see 100% remote work as a good fit for us.

Funnel is an EOE/Veterans/Disabled/LGBTQ employer.

We uphold and promote a “people first” culture where we consider team achievements and mental well-being key measures of success. We continually celebrate the diverse community different individuals foster. Our inclusive culture inspires us to try new things, speak openly, and be bold. Our inclusive culture empowers all of us to connect, belong, and grow. As an equal opportunity employer, we stay true to our mission by welcoming the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation and beliefs.

Funnel is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 857-663-0936 or send an e-mail to accommodations@funnel.io and let us know the nature of your request and your contact information