About Offset

Offset is an independent, commerce technology and brand design company serving the wine industry’s most respected producers and merchants. Based in Napa, we build the software tools, branding, and experiences that help high-touch wine businesses tell their stories, connect with customers, and sell more wine.

The Client Support Specialist is an important member of our small, seasoned client-facing team supporting our e-commerce apps and client websites that we manage. They are the primary touchpoint to our close-knit winery and retailer client base.

Core Responsibilities

Build an ongoing working knowledge of the entire Offset Commerce, POS, and CMS platforms, our client websites, and various integrations.
Solve issues for clients, primarily through Intercom.
Recommend known solutions, advise best practices, and research alternative options for clients with various needs and differing sales strategies.
Take ownership of complicated client issues from beginning to end, coordinating with and supporting our development team when necessary.
Assist with building and improving client-facing support documentation.
Provide QA testing for client issues resolved by our development team.
Distill and capture client feature requests to help prioritize improvements for our platform.
Collaborate with the team to improve how we provide support and serve our clients.

Requirements

2 years of B2B support experience at a technology SaaS company
Experience investigating, identifying, documenting, and helping resolve software bugs for users
A hospitality mindset - you make people feel welcome and know how to adapt your message for technical or non-technical audiences and various business stakeholders
Able to communicate fluently with engineers and product managers
Experience navigating process ambiguity and working with a high degree of autonomy
A track record of steady, high performance

What you bring to the role

Excellent listening and writing skills with an empathetic, confident voice.
An ability to tease out bugs from feature requests and get at the root of what a customer needs
Comfortable juggling multiple client conversations while keeping context straight
Curiosity about software, AI, UX design, and the evolution of software support
A perspective on how our applications should work and evolve, informed by your own perspective and user interactions

Nice to Have

Experience working with Apple devices and modern software tools
Experience using AI tools or automation workflows
Experience working for an ecommerce SaaS company

Location

Remote or hybrid. Our primary headquarters are located in Napa, California.
Must be geographically located within one hour of Pacific Time Zone hours.

Additional details and benefits:

This is an exempt, at-will, full-time position.
We encourage regular check-ins and annual reviews to discuss how things are going.
Salary and benefit reviews take place on an annual basis, but are not necessarily tied to a specific timeframe.
20 days of paid time off per year are provided which can be used for either sick time or vacation in addition to 10 paid holidays.
Eligibility to participate in our group health insurance plan effective 30 days from your start date (health, dental, vision).
401k plan.

The full-time salary range for this role is 70.5k-85k depending on experience.

Offset Partners is an equal opportunity employer; applicants are considered for all roles without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran, or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

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Client Support Specialist