Bilingual Customer Support Specialist

About AllTrails

AllTrails is the most trusted and used outdoors platform in the world. We help people explore the outdoors with hand-curated trail maps along with photos, reviews, and user recordings crowdsourced from our community of millions of registered hikers, mountain bikers, and trail runners in 150 countries. AllTrails is frequently ranked as a top-5 Health and Fitness app and has been downloaded by over 50 million people worldwide. AllTrails was selected as Apple's App of the Year in 2023!

Every day, we solve incredibly hard problems so that we can get more people outside having healthy, authentic experiences and a deeper appreciation of the outdoors. Join us!

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:

• Fluency in English as well as in French and/or German
• 2+ years of work experience in a customer support role
• 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 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

Bonus Points:

• Familiarity with Zendesk
• Ability to communicate in Danish and/or Dutch
• Familiarity with the mapping application ecosystem
• Startup experience or experience working at a company that has scaled quickly
• Passion for the outdoors

What We Offer:

• A competitive and equitable compensation plan. This is a full-time, salaried position that includes equity
• Physical & mental well-being including health, dental and vision benefits
• Trail Day: First Friday of the month to hit the trails!
• Unlimited PTO
• Flexible parental leave
• Annual continuing education stipend
• Discounts on subscriptions and merchandise for you and your friends & family
• An authentic investment in you as a human being and your career as a professional