Customer Success Product Specialist

Fully Remote | US East Coast Well, this is not your average job ad, and we're not looking for your average Customer Success Associate. Interested? Let's dig in. 1️⃣ Who We Are Our company focuses on all things technical for bus-based public transit systems in the US. This means we design, manufacture, and manage all kinds of different products and features, including driver interfaces, dispatch communications, passenger counters, announcers, GPS tracking, and reporting & data analytics. It also means we build real-time information systems for riders including apps and digital signage found at bus stops. We have relationships with Apple Maps, Google Maps, Transit app, and our work goes out to millions of riders on those platforms. Our product is like air traffic control, but for buses. There are a mix of hardware and software products in this role. We hope this excites you! The US-based division of the company has approximately 50 people but is part of a 3,500-person parent organization. It’s the best of both worlds: small company feel with big company support. We are fully remote with offsites once or twice a year and physical offices that some folks choose to use in Los Angeles, CA & Houston, TX. 2️⃣ We’re here to serve customers Our customers are public transit operators. Their customers are the transit riding public, which is often people who have far less than we do. Our job is to Make Transit Work for them. We take this mission very seriously, and to put it bluntly: we want team members who are here to solve problems and serve customers as our first priority. While this isn’t an easy job and we don’t do a lot of handholding, our process is flexible and we’re interested in constantly delivering value in whatever way works best for the situation at hand. If you want to be challenged with growth opportunities in a small team environment with high autonomy and see your work live on thousands of transit buses nationwide, then we are the team for you. 3️⃣ We’re looking for passion We are looking for a reliable team member with a passion for solving complex problems. We value people who challenge & support their peers, pressing them to be better versions of themselves and up-level the team. We care about whether you can communicate well, enjoy technology, and can translate big ideas into simple explanations. We’re looking for folks who focus on finding solutions, not just reporting problems. This kind of transparency, passion, and professionalism is what makes a world class organization. 4️⃣ What we need you to do in this role Our Customer Success team is made up of “Product Specialists” because our team knows the technology inside and out. We build trust with our customers by providing quality support and taking care of their needs reliably and efficiently. We look out for each other, recognizing the strengths of a cohesive team while valuing an individual’s contributions. As a member of the Customer Success team, you play a crucial role in ensuring the satisfaction and long-term success of our valued customers. Key Responsibilities include : Respond to customer support tickets by phone and email in a timely and professional manner Troubleshoot wide-ranging issues, often working across departments to uncover solutions to customer issues Manage competing priorities and see issues through to resolution Become a product expert in our transit management technology, with an emphasis on bus routes, schedule files, GTFS, and other “Planner” product features Assist with software configuration and training for new and existing customers Collaborate with Product Managers on product initiatives by providing key insights from customer interactions Contribute to evolving procedures and best practices Travel to customer sites when needed (infrequent, generally less than 10%) Work East Coast business hours, plus participate in rotating after-hour support schedule Qualifications: Bachelor’s Degree or 3+ years professional experience in Customer Support, Account Management, or a similar customer-facing role or 3+ years professional experience in the transit industry We value non-traditional experience that shows a passion for learning, an interest in transportation, and a customer-first mindset. 5️⃣ Pay and Benefits $70k - $85k plus 15% bonus potential Comprehensive health and dental benefits Generous paid parental leave after one year 401k plan with company match Increasing annual PTO scale, beginning with 15 days PTO + 4 flex days + 10 company holidays Most of our work happens on Slack, but once or twice a year we get together in person to collaborate within and across our teams. Our company is a small one with great culture, and you're going to have fun being a part of it. Our team is passionate, our product makes a difference. Let us sell you on that. We’ll show you this during the interview process, and we promise you won't be disappointed. 6️⃣ To apply, you must send more than a resume–we need to understand who you are We don't need a basic sir or madam cover letter, but we do need to see you taking the application seriously, which means writing a note to us telling us why this job appeals to you. Include specifics about why your background (whatever it is) makes you well suited to this kind of role, an example of a time you fought for something a customer needed and delivered it, and what about our job specifically appeals to you. In addition to completing the online application, the best way to get our attention is to email your note and resume to the hiring manager directly: careers-na [AT] gmv [DOT] com with the subject "Customer Success Product Specialist." The letter you write for us will be 10 times more valuable than your resume in getting our attention . If you have any questions please do not hesitate to contact Pablo Durán Álvarez , in charge of this vacancy. Pablo Durán Álvarez