Product Success Associate

The Role

As a Product Success Associate, you’ll be our frontline hero, solving problems for our users as a member of our New York based team. This is a fast-paced, high-impact position where you’ll spend approximately 80% of your time supporting users and 20% collaborating with internal teams. You will be helping our clients – primarily from legal, accountancy, consulting, and financial sectors to get the most value from our platform, while also providing crucial feedback that shapes the product. Over the first 12 months, you’ll evolve into a technical, autonomous operator who can tackle almost anything when it comes to resolving support queries.

Please note: This is a hybrid role, with three days a week required in-office in New York.

You’ll focus on…

Handling high-volume, high-velocity customer interactions – responding to inquiries, troubleshooting issues, and solving real-world problems which address user frustrations. Ensuring their needs are met with both efficiency and empathy.

Working on product initiatives – providing feedback on product development, identifying common customer needs, and contributing to feature launches.

Being the glue between Product and Business Development – ensuring alignment between what customers need and how our platform evolves.

Contributing to Jigsaw’s reputation as a world-class support team – Your support will contribute directly to customer satisfaction and retention, ensuring our clients continue to choose Jigsaw as their go-to platform. Exceptional service is one of our unique selling points, and you’ll help maintain that reputation by providing best-in-class support.

You’ll need…

To be a phenomenal Communicator – you’re clear, concise, and empathetic, creating exceptional experiences for our clients, whether they are external customers or internal teams.

To be a problem-solver, you thrive diving into complex issues, identifying patterns, and finding root causes to resolve problems efficiently.

Technical aptitude, you don’t need to be a coder, but you love to tinker with tech and keep up to date on new technical trends, experience with Azure, SQL, Web Dev tools, Terminal & CMD will be highly advantageous.

To be organised & methodical, you keep calm under pressure and thrive in fast-paced settings managing multiple tasks simultaneously.

A relentless service mindset, you love helping people, anticipating needs and delivering world-class experiences to every user, client or colleague.

A hunger for growth: You want to build a scale-up from the inside and welcome challenges. You want to grow your skillset in new ways.