Product Support Expert, Meltwater
$50-68.8k
3 days a week in office
Online media monitoring software
Be an early applicant
Online media monitoring software
1001+ employees
Be an early applicant
$50-68.8k
3 days a week in office
1001+ employees
Company mission
To innovate, provide best-in-class service, and deliver sustainable growth through our technology and our people.
Role
Who you are
- A Bachelor's degree, or up to one year of relevant working experience in customer service
- Collaborative and solution-oriented approach to enhance customer experience and foster interdepartmental collaboration
- Ability to prioritize requests to optimize efficiency and team synergy
- Strong technical aptitude, enabling quick learning and implementation of new technologies
- Detail-oriented, proactive, and adept at managing multiple tasks concurrently.
- Experience with ticketing systems like JIRA, Intercom or similar live chat platforms is preferred
- Excellent written and verbal communication skills in English
- Proficiency in French is a valuable asset and considered a plus for this role, enhancing your ability to collaborate across our global team
- Willingness to embrace the best of both worlds with our hybrid work schedule. This role requires you to be in the office 3 days a week
- The ability to legally work in the country of hire is required for this position
What the job involves
- Are you ready to embark on the exciting role of Product Support Expert at Meltwater
- We're seeking dedicated individuals like you to join our dynamic team and elevate our customer experience
- In this role, you will be responsible for identifying and resolving application and system issues that disrupt Meltwater's business-critical Media Intelligence Platform
- Your collaborative approach and solution-oriented mindset are crucial for delivering exceptional services to our clients
- Meltwater isn't just about work; it's a pathway to personal and professional evolution
- Here, you'll immerse yourself in an ecosystem that cultivates your skills, promotes mentorship, and advocates for inclusive leadership
- Engage with experienced Product Support Experts and accomplished leaders who stand ready to support you at every turn
- Be a part of our vibrant community, where your unique contributions are celebrated, and you're empowered to unleash your full potential
- Provide excellent product support to our clients via email and live chat to enhance the client experience
- Influence product development through valuable feedback to our Product and Engineering teams
- Be able to remain organized and be able to prioritize in a high-volume environment
- Take ownership of support tickets from start to completion while providing value-added information
- Be an expert on Meltwater products and features as they are launched and engage with our Product Experts globally
- Contribute to our internal product training sessions and engage with our global Support team
- Support a variety of technical projects focused on maintaining Meltwater applications and enhancing Product Support workflows, tools, and efficiencies
- Drive and implement new initiatives to enhance support across the client lifecycle, including designing solutions, engaging stakeholders, documenting standards for best practices, providing feedback, and designing newsfeeds for client engagement
Our take
Meltwater's software analyzes and provides insights on posts across all major social media platforms, blogs, and news sites, enabling companies to make more informed marketing and operational decisions.
Launched in Norway in 2001 and later moving its headquarters to San Francisco, Meltwater has become a leading player in the media monitoring industry. It is an industry that is expected to double in value as the volume of data grows, making it increasingly challenging to derive meaningful insights.
Over the past two decades, Meltwater's growth has been fueled by strategic acquisitions of complementary businesses, enhancing its technology stack. Since going public in early 2021, and with major clients like Google, Ogilvy, The Economist, and Santander, Meltwater is poised to expand its operations beyond the 150 countries it currently serves.
Freddie
Company Specialist
Insights
Company
Funding (2 rounds)
Dec 2023
$65m
GROWTH EQUITY VC
Mar 2019
$175m
GROWTH EQUITY VC
Total funding: $240m
Company benefits
- Enjoy flexible paid time off that allows you to have an enhanced work-life balance
- Excellent medical, dental, and vision options
- 401(k) matching, life insurance, commuter benefits, and parental leave plans
- Collaborative, transparent and fun loving office culture
Company values
- Moro [‘moro] – The Norwegian word for "fun." We believe that in order to become truly successful, we should all enjoy what we do on a daily basis.
- Enere [‘e nðr’e] – In Norwegian, this means “number one.” At Meltwater, ‘average’ isn’t good enough.
- Respekt [re’spekt] – The Norwegian word for “respect.” We believe that it matters how a company or an individual becomes successful.
- MER – An acronym for Moro, Enere and Respekt, which creates the Norwegian word “more.” We celebrate our victories without losing our drive to improve—whether in reaching personal goals or corporate milestones.
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
John Box
(CEO, Not Founder)A Meltwater veteran, they began as a Sales Manager in 2004. Climbed the ranks through roles as a Regional Managing Director, Global Sales Director, and EVP of Meltwater Social before becoming CEO in 2020.
Jørn Lyseggen
(Founder, Executive Chairman)Founded Meltwater in 2001, and led the company through growth and numerous acquisitions of other businesses before promoting John Box to CEO.
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