• Handle inbound customer calls professionally and efficiently • Understand customer concerns and provide accurate resolutions on the first call whenever possible • Clearly explain processes, product features, and next steps to customers • Maintain a calm, empathetic, and customer-focused tone at all times • Escalate complex or sensitive issues according to defined guidelines • Conduct approved outbound support calls for follow-ups and customer check-in calls • Represent Raenest positively as the first point of contact for customers • Accurately document all customer interactions in the CRM in real time • Handle customer data, transactions, and sensitive information with integrity and confidentiality

• Create and manage customer-facing tasks requesting specific documents, information, or actions. • Write clear, precise task descriptions, specifying exactly what is needed, why, and in what format. • Monitor and respond to customer comments promptly, resolving issues independently before escalating. • Relay documents and information between customers and internal teams, ensuring accuracy and avoiding duplication. • Track open tasks, follow up on outstanding items, and close completed work without prompting. • Identify inconsistencies (e.g., wrong addresses, mismatched names, duplicates) and flag or resolve them proactively.

• Triage and resolve complex technical issues escalated from Tier 1 and post-sales teams • Reproduce bugs, isolate root causes, and determine if issues are configuration, data, integration, or platform-related • Provide clear interim updates and technical summaries for customer-facing teams • Investigate issues across integrations (e.g., CRM sync, data pipelines, email infrastructure, browser extensions) • Validate API calls, troubleshoot configurations, webhook activity, and data transformations • Create structured bug reports with reproducible steps, logs, and impact assessment • Classify severity and coordinate resolution with engineering • Build and maintain troubleshooting guides, internal runbooks, and knowledge base • Document known issues, workarounds, and diagnostic steps • Identify recurring failure points or friction in systems • Translate patterns into actionable product insights • Optimize support workflows, tagging, and escalation paths

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. $60,000 - $70,000 a year 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. 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. By submitting my application, I acknowledge and agree to AllTrails' Job Applicant Privacy Notice.