Senior Product Support Specialist

Summary Be the cornerstone of our pioneer support team focused on delivering aworld-class customer experience, helping our users to create their best work with Jitter. 55-70k€ + Stock options / BSPCE– we can go higher for exceptional candidates Based in Paris (in-person)– we are open to remote in Europe or relocation packages for exceptional candidates We're an international team and work in EnglishWho we areJitter is a fast, simple, and collaborative motion design tool for the web. We help designers create beautiful animations for videos, social media, apps, and websites — and collaborate easily with teammates, clients, and stakeholders. Think "Figma for motion design."Jitter is already a leading design tool: we serve more than 100k users monthly, the community awarded us a Design tool of the Year award on Product Hunt, and our Figma plugin has more than 350k installs – making it the biggest standalone animation tool on Figma Community.We're a small, ambitious team from Apple, GoPro, Google, Pitch, Slack, and YC. We're growing fast (>10% per month) and scaling to empower more designers with the animation tool they've been dreaming of.Our mission.Make motion design accessible to all designers.Our ambition.Become the leading platform to create animated content.Your missonAs a pioneering Senior Product Support Specialist at Jitter, your mission is toempower our users to succeed, and help us scale our support operations as we grow. You will:Become a Jitter expert , mastering its features, use cases, and workflowsBe a passionate advocate for customer pain points, bugs, and feature requests, working closely with design and engineering to refine and shape the productContribute to scaling support operations and processes to deliver a best-in-class experience to our growing user baseDevelop and iterate help resources to help users learn about Jitter and get the most out of itProvide coaching, guidance, and mentorship to future support team membersThis is a hands-on, high-impact role with real ownership and room to grow.Impact and opportunitiesYou'll be the voice of our users and turn their feedback into product improvementsYou'll build the foundation of our support and education systems, including tools, processes, and contentYour content will help thousands of users monthly learn Jitter autonomouslyYou'll grow with the company and potentially evolve into leadership roles in support, success, product, or marketingWhat we're looking for3+ years of experience in Product Support, Customer Experience, or a similar SaaS role — ideally supporting creative software or technology products in the design or video spaceProven track record of scaling support operations, including configuring and managing tools to help solve problems at scaleImpeccable written and verbal communication skills (native-level English) and confident ability to engage customers at all levels with empathy and clarityExperience with technical troubleshooting and issue diagnosis — you have a solid picture of how web applications work and can extrapolate information from logs, screenshots, and reports to clarify and articulate issuesFamiliarity working with modern service platforms and related tools (e.g. Intercom, Zendesk, Stripe)Bonus points if you:Have professional experience in design, video, or animation (or a strong personal interest)Understand creative workflows and the design communityHave worked with AI solutions to complement and scale human-led supportAre active on Discord or familiar with creative online communitiesWork environment and cultureWe are building a stellar team of humble, inspiring, creative smart folks who enjoy buildingworld-class products, learning, and growing together. Here are some soft skills we're excited about:Excellence.You love building great products and you deeply care about the quality of your work. You always go the extra mile.Energy.You are clear and engaging. You are excited to ship, and pass that energy to the team. You love to come up with creative solutions.Team play.You are a team player who loves to co-create. You love to be inspired, and inspire others to help them grow.Ownership.You are a self-starter who gets things done. You focus on the most impactful initiatives with an entrepreneurial spirit.Diversity and inclusionare core to our culture. If you are a member of an underrepresented group in tech, we strongly encourage you to apply.Perks and benefitsWe offer best-in-class benefits:Competitive salary and equityEmployee-friendly equity terms (extended exercise period)Latest productivity softwareTeam events & offsites every quarterLaptop of your choice, display and accessories for your office spaceHealth insurance for you and your familyFive weeks of paid vacationParental leave