Product Support Specialist

About AllTrails

AllTrails is the world’s most popular and trusted platform for outdoor exploration. We connect people to the outdoors, help them discover new places, and elevate their experiences on the trail. With the most comprehensive collection of trails in the world, AllTrails supports inclusive access to nature for a global community of millions of trailgoers. Every day, we solve incredibly hard problems to get more people outside, for their wellbeing and the collective care of the natural world. Join us!

This is a U.S. based remote position. Candidates must be legally authorized to work in the United States without the need for sponsorship now or in the future. San Francisco Bay Area employees are highly encouraged to come into the office one day a week.

Product Support Specialist

We are seeking a Product Support Specialist. In this role, you will engage directly with customers, understand their pain points, and ensure that the root causes of their issues get addressed in a timely and efficient manner. You'll also collaborate closely with Product, Engineering, Marketing, Analytics, and Data Operations, and report to the Head of Customer Support.

• Please note: Working schedule for this position will be Tuesday thru Saturday, with Sundays and Mondays off
  
  
  

What You’ll Be Doing:

• Responding to and troubleshooting customer support issues and tickets across platforms (web, iOS, Android)
• Working with a close-knit team to identify trends, bugs, and escalate priority issues that need immediate attention
• Serving as the voice of our community and championing feature requests to the Product team
• Assisting the Product team with QA testing
  
  
  

Requirements:

• 1 year of work experience in a product support role in software
• The desire to go above and beyond to help customers achieve the best experience
• Experience collaborating with Product, Engineering, and Marketing stakeholders to communicate issues
• Excellent written and verbal skills; ability to explain complex, technical concepts in a simple manner
• A natural, deep curiosity that drives you to learn, investigate, constantly ask why
• Humility, empathy and open-mindedness - no egos
• AI Native: You naturally incorporate AI tools to enhance your work. You’re comfortable writing prompts, evaluating AI outputs, and enjoy experimenting with new ways to boost creativity, productivity, and decision-making
  
  
  

Bonus Points:

• Ability to communicate in French. Spanish, Danish and/or Dutch would be great as well
• Familiarity with Zendesk, Jira, Ada
• Familiarity with the mapping application ecosystem
• Passion for the outdoors
  
  
  

Perks & Benefits:

• Competitive and equitable compensation, including ownership through equity and performance-based bonuses
• Comprehensive health, dental, and vision coverage to support your physical and mental well-being
• Unlimited PTO in addition to company holidays.
• Dedicated time once a month to test and improve our product through company-wide no-meeting days
• Fully paid parental leave to birthing and non-birthing parents
• 401k Match & access to financial wellness resources through Origin
• Remote work stipend to help you design a comfortable and productive home office
• Annual learning stipend to invest in your long-term professional growth and skills
• Exclusive discounts on our subscriptions and merchandise for you and your friends & family
• An authentic investment in you as a human being and a professional—we value your identity as much as your output
  
  
  

Nature celebrates you just the way you are and so do we! At AllTrails we’re passionate about nurturing an inclusive workplace that values diversity. It’s no secret that companies that are diverse in background, age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and perspective are proven to be more successful. We’re focused on creating an environment where everyone can do their best work and thrive.

AllTrails participates in the E-Verify program for all remote locations.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

This range represents our good faith estimate for a successful candidate’s starting base salary. Final offers are determined by a blend of factors including specialized skills, experience, and relevant credentials. In addition to base pay, our total rewards package includes an equity stake in the company and a performance-based bonus program.