Rebrandly is the leading platform for branded link management, helping businesses create, track, and optimize their branded short links. We empower companies to strengthen their brand presence across all digital touchpoints while gaining valuable insights into their link performance and audience engagement.
Established in Italy in 2015, Rebrandly has operated as a remote-first company since its inception. With the teams located in the US and Europe, our diverse and global team serves tens of thousands of customers in over 30 countries. Millions of users trust our platform, which is used by global brands worldwide, including Versace, PayPal, and Zillow.
Purpose:
We’re looking for a Customer Support Specialist to join our global team and help us deliver an exceptional customer experience at every touchpoint. You’ll be the voice of Rebrandly for our users, solving problems, answering questions, and helping them get the most out of our product. This role is fully remote in the US.
How You Will Make a Difference:
- Develop an in-depth knowledge of the Rebrandly platform
- Provide high-quality product support for Rebrandly customers, partnering with them to effectively resolve their issues through email and live chat.
- Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies.
- Diagnose software issues and resolve escalated customer complaints using established processes.
- Provide support & guidance on technical and non-technical questions in collaboration with cross-functional teams (e.g., marketing, sales & product)
- Document troubleshooting and problem resolution steps.
What You'll Do:
Technical Troubleshooting & Problem Solving
- Proven ability to diagnose complex software issues, API integration problems, and technical challenges related to platforms, demonstrating strong technical acumen.
- Proficient in guiding both technical and non-technical users across various technology stacks, providing clear and actionable technical support.
- Experienced in collaborating with engineering teams to replicate, document, and resolve product bugs and feature requests.
- Provided support to customers during implementation by offering best practices and recommendations for platform optimisation.
- Delivered actionable feedback to product and engineering teams to influence roadmap priorities based on recurring technical pain points.
- Stays up to date with emerging technologies, industry trends, and evolving platform capabilities to proactively identify opportunities for improvement.
- Expertise in third-party integrations, including troubleshooting connectivity and compatibility issues.
Customer Issue Resolution & Support
- Has direct experience supporting customers in a hybrid SLG–PLG environment, balancing the needs of high-touch enterprise accounts with the scalability demands of self-serve users
- Provide exceptional customer support through email, live chat, and ticketing systems, ensuring timely and effective resolution of customer inquiries.
- Manage customer escalations and complex technical issues, partnering with customers to understand their needs and deliver a personalised solution.
- Triage and prioritise support requests based on urgency and impact, maintaining high customer satisfaction scores
- Handle billing inquiries, account management requests, and subscription-related support issues.
Training & Knowledge Development
- Takes a proactive approach to professional development by staying current with emerging technologies, industry trends, and platform updates to continuously grow expertise and bring added value to their role.
- Participate in ongoing training sessions to stay up-to-date on product updates, new features, and advanced troubleshooting techniques.
- Conduct customer training sessions and webinars to help users maximise platform value and adoption in collaboration with the account manager.
- Create training resources and video tutorials for common customer use cases and implementation scenarios.
Product Knowledge & Documentation
- Develop comprehensive knowledge of the Rebrandly platform, including all features, integrations, and use cases.
- Create and maintain detailed support documentation, FAQs, and troubleshooting guides
- Stay current with product updates, new features, and platform changes to provide accurate support.
- Identify documentation gaps and collaborate with product teams to improve customer resources.
Cross-functional Collaboration & Process Improvement
- Work closely with sales, marketing, and product teams to ensure seamless customer handoffs and continuity of support.
- Provide customer feedback and insights to product and engineering teams to drive platform improvements.
- Analyse support metrics and customer feedback to identify process improvement opportunities.
- Contribute to support team training and knowledge-sharing initiatives
Why Join Our Team:
- Competitive salary commensurate with experience
- Fully remote work environment with flexible hours
- Comprehensive health benefits
- Professional development budget for continued learning
- Modern tech stack and tools to do your best work
- Collaborative team culture with significant autonomy and ownership
- Opportunity to make a direct impact on company growth and customer success
Rebrandly provides its full-time US employees with comprehensive benefits, including:
- Unlimited PTO
- Medical, Dental, and Vision health insurance plans
- Supplemental benefits: STD, LTD, Life and AD&D Insurance, HSA or FSA, and Talkspace
- Roth and Traditional 401(k) plans with company match
That's all to say: these job listings are approximations! If you're a curious and passionate person, we want to hear from you.
Rebrandly is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.
