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Product Support Expert (Phoenix, AZ)

About Us


Trainual is a team of 100+ super-talented folks obsessed with making small business easier. And while our team members come with diverse experiences, we’re united by our passion for making ideas happen. We launched the world’s first playbook tool in 2018, and today, thousands of companies in nearly every industry use it to scale their teams. 


TL;DR


Trainual's top-tier customer support team is essential to the success of our best-in-class business playbook software. We need a product-minded, relationship-driven Customer Support team member to be the quintessential technical problem solver and customer advocate. That's where you come in. We are looking for a self-starter who cares about helping customers with a human-first, consultative approach and isn’t afraid to think outside the box. 


So, who are you? You’re a team player with excellent problem-solving and interpersonal skills. You think critically about issues and resolve them with minimal assistance. Your previous support experience has sharpened your technical + writing skills and attention to detail. Empathy is your middle name (okay, not literally) but it does guide your customer interactions. If you enjoy puzzles, games that exercise your brain, and making things better for others, keep reading!


What you'll own & improve:
  • Inbound customer communication. We manage chat and email conversations from customers seeking support. We handle conversations in a timely manner without sacrificing high-quality responses. We’re here to help whether customers are asking how to use the product, reporting a technical issue, asking billing questions, etc. We are the team available to assist customers throughout any stage of their journey with Trainual!
  • Troubleshooting complex problems. Our team is skilled in critical thinking and problem-solving. It’s essential to be curious about issues or complex questions that customers bring to us—aligning with the customer on what they are reporting, defining said problem, and taking action to gather information promptly so we can reach a resolution. Troubleshooting may also involve working with our technical team and engineers, so follow-through and internal collaboration & communication are key skills to have.
  • Billing inquiries and hand-offs. It’s no surprise that customers will have questions about their plan, pricing, upgrades, downgrades, refunds, you name it... Support is often the first line of defense for these conversations, whether it’s a speedy resolution or research-heavy collaboration with success teams or finance. To handle billing conversations effectively, you must be willing to be consultative, patient, empathetic, and timely.


How success is measured:
  • Quantitative core metrics including responsiveness, CSAT, quality, and resolution time
  • Technical problem solving & product aptitude
  • Collaboration and communication, both with customers and teammates


About the Team:


You’ll be reporting directly to our Manager of Customer Support, Cindy Bellers, and working collaboratively with our amazing Product Expert team. We’re a small and scrappy support team looking for someone who truly wants to be part of building best-in-class customer support!


Compensation:


The compensation for this role will be based on relevant experience to the role. The starting range for this position is $55,000-62,500 and comes with full benefits and perks.


Our Benefits


Competitive salary: We pay at or above market salary in most cases and leverage extensive amounts of data to ensure everyone is paid well. 

Health insurance: We offer benefits plans to accommodate a variety of health needs, including family plans! We use Justworks to make benefits easy. We offer additional healthcare resources like OneMedical, FSA, and HSA. Plus all HSA-compatible plans are met with a company HSA match of up to $1,000 a year. 

Dental & vision: We offer subsidized dental and vision coverage. 

Short-term Disability Insurance & Life Insurance: We cover 100% of the premiums for Short Term Disability Insurance and 1x salary Life Insurance. You also have the option to purchase supplementary disability and life insurance through our provider.

Paid time off: 4 weeks of paid vacation. 5 days of paid sick time. 12 paid holidays.

Paid parental leave, including adoption: 8 weeks of fully paid time off with the ability to flex short term disability leave or PTO for 12 total weeks.

401k with a 3% matching through Guideline 401(k)

Experience stipend: Up to $500 per year to experience something new - whether that’s a new ice cream flavor or a new country.

Great tools: Each employee receives a Mac laptop and a 27'' display (or equivalent). We’ll also purchase any of the software or hardware you need.

Complete transparency: Everyone has full access to business metrics and financial information about the company.



Hybrid Work at Trainual


At Trainual, we believe everyone has a key, literally. This value means you are an owner of your experience, productivity, and growth. TL;DR - Work when, where, and how you work best. 

- Our PHX office is open to all, and we often host remote team members visiting town! With 70% of our team in Phoenix, we prefer local candidates to foster collaboration and community. Our motto: "We like to see you more than we don’t!"

- Considering relocating? We’ll support you! We value community, trusted relationships, and easy collaboration while ensuring autonomy and flexibility.

- Regardless of where you live or how often you come to the office, Trainual has the expectation that when you are “at work” whether that’s at the office or working from home, you are in a distraction-free environment. This includes having full-time childcare.


Visa Sponsorship: We welcome and support people of all different backgrounds! However, due to the constraints of being a small startup, we are not able to sponsor or take over sponsorship of employment Visas at this time.


Check out our blog with more details here.


Ready? 


I’m getting the feeling that you’re ready to click that apply button.


If you don’t tick every box, please don’t rule yourself out just yet. We’ve seen the research that women and other people in underrepresented groups tend to only apply when the checklist is all ticks. We prioritize hiring incredible human beings over simply ticking boxes – so if this role resonates with you, hit that apply button! 


Join us in building the turnkey operations manual and playbook solution for companies all over the world! We know you want to.

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What You Should Know About Product Support Expert (Phoenix, AZ), Trainual

Are you passionate about helping small businesses thrive? Trainual is looking for a Product Support Expert to join our amazing team in Phoenix, AZ! As a Product Support Expert, you will play a vital role in ensuring our customers have a smooth experience with our innovative business playbook software. You’ll be the friendly voice guiding customers through our product, answering their queries via chat and email, and troubleshooting any issues they encounter. We're not just about addressing technical problems; we believe in building relationships and providing exceptional service with a human-first approach. Your critical thinking skills will shine as you navigate complex issues, collaborating with our talented technical team when needed to find solutions. With empathy as your guiding principle, you will make a meaningful impact on our customers—from handling billing inquiries with care to being an advocate for their needs. In this role, you will measure success through key metrics like responsiveness, customer satisfaction, and resolution times. You'll work closely with our Customer Support Manager, Cindy Bellers, and our wonderful team, all in a flexible, hybrid work environment. Plus, Trainual offers a competitive salary and comprehensive benefits that prioritize your well-being and growth. If you’re a self-starter with a knack for problem-solving and a passion for helping others, we can’t wait to meet you and help make small businesses easier together!

Frequently Asked Questions (FAQs) for Product Support Expert (Phoenix, AZ) Role at Trainual
What are the main responsibilities of a Product Support Expert at Trainual?

As a Product Support Expert at Trainual, your primary responsibilities will include managing inbound customer communication, troubleshooting complex product issues, and handling billing inquiries with a consultative approach. You'll engage with customers through chat and email, ensuring timely and high-quality responses to their inquiries. Additionally, you'll collaborate with internal teams to resolve technical problems and maintain strong customer relations, providing a seamless experience throughout their journey with our business playbook software.

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What qualifications are needed for the Product Support Expert role at Trainual?

To be considered for the Product Support Expert position at Trainual, candidates should possess excellent problem-solving abilities and interpersonal skills. Previous support experience is highly valued, along with strong technical and writing skills. A critical thinker who can navigate challenges independently and with empathy is ideal for this role. Familiarity with customer support tools and a passion for helping small businesses is always a plus!

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How does Trainual measure success for the Product Support Expert role?

Success for a Product Support Expert at Trainual is typically measured through quantitative metrics, including customer satisfaction scores, response times, and overall resolution efficiency. The role emphasizes the importance of technical problem-solving and product knowledge, as well as effective communication to foster teamwork and collaboration, both with customers and internal staff.

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What is the work environment like for a Product Support Expert at Trainual?

At Trainual, the work environment for a Product Support Expert is flexible, encouraging a hybrid model that fosters collaboration while offering autonomy. With offices available in Phoenix, AZ, and a significant portion of the team working remotely, you'll have the opportunity to engage with colleagues while enjoying the freedom to work in a manner that suits you best. The company culture promotes open communication, transparency, and regular teamwork to build a supportive and inclusive atmosphere.

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What benefits can a Product Support Expert expect at Trainual?

The Product Support Expert role at Trainual comes with a competitive salary and robust benefits. These include comprehensive health insurance plans, dental and vision coverage, paid time off, short-term disability insurance, and a generous 401(k) program with matching contributions. Additionally, Trainual offers experience stipends for personal growth and provides the necessary tools to succeed in your role. With an emphasis on work-life balance, you'll also enjoy extensive paid parental leave policies.

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Common Interview Questions for Product Support Expert (Phoenix, AZ)
Can you describe your experience in customer support and how it prepares you for the Product Support Expert role?

In answering this question, highlight your previous roles in customer support, focusing on the skills you developed, such as problem-solving, handling technical inquiries, or billing issues. Discuss specific achievements, such as improved customer satisfaction scores or successful collaborations with technical teams, aligning your experiences with Trainual’s emphasis on a consultative and empathetic approach.

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How would you handle a technical problem that you cannot immediately solve?

It's important to express your approach to troubleshooting. Explain how you would gather necessary information, engage customers with transparency about the process, and follow up as you collaborate with your technical team to identify a solution. Emphasize your commitment to keeping customers informed and reassured throughout the resolution process.

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What strategies do you use to maintain high-quality customer communication?

Discuss your strategies for effective communication, such as active listening, empathy, and adapting your style to suit different customer needs. Illustrate how you prioritize timely responses while ensuring customers feel heard and valued, which aligns with Trainual's commitment to high-quality service.

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What is your understanding of Trainual's business playbook software?

Before the interview, familiarize yourself with Trainual's software features and benefits. Discuss its purpose in helping small businesses scale and how comprehensive support is critical to customer success. Show your enthusiasm for the product while expressing your eagerness to learn more and become an advocate for it.

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Can you provide an example of when you improved a process or resolved a complex issue?

Share a specific example from your past roles where you identified a problem and took proactive steps to improve processes for your customers or team. Use the STAR method (Situation, Task, Action, Result) to structure your response, emphasizing the positive impacts of your initiatives.

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How do you approach learning new technical concepts or systems?

Explain your learning methods, such as hands-on experience, mentorship, online courses, or collaborative learning with peers. Emphasize your motivation to continually acquire new technical knowledge, which is essential for the Product Support Expert role. Highlight how this approach applies specifically to understanding Trainual's products.

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What role does empathy play in customer support, and how do you apply it?

Discuss how empathy is essential in understanding customer frustrations and needs. Provide examples of how you've effectively used empathy to diffuse tense situations or create a personal connection. Highlight how this aligns with Trainual’s culture and mission.

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How would you prioritize multiple customer inquiries when they come in at once?

It's important to illustrate your organizational skills. Discuss how you assess urgency, categorize issues based on complexity, and set expectations with customers as you manage your workload. Highlight any tools or processes you use to keep track of inquiries.

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Describe a time when you collaborated with a team to solve a problem.

Sharing a collaborative experience demonstrates teamwork and communication skills. Use a specific example that showcases your role in the collaboration, whether it was brainstorming solutions or implementing changes, while also showing your respect for others’ contributions and perspectives.

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Why do you want to work as a Product Support Expert at Trainual?

This is an opportunity to express your passion for helping small businesses and your alignment with Trainual's mission. Discuss what excites you about supporting customers using their playbook software and how you see yourself contributing to the team’s success. Connecting your personal values to the company’s culture can make a meaningful impression.

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We’re on a mission to equip every small business with a playbook. That way, all their processes, policies, and SOPs are in one place - and they can easily onboard and train their team.

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March 6, 2025

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