Product Support

Cocoon

4h•$55,000

About The Position

We’re bringing much needed simplicity to the complex world of employee leave. Today, the process is baffling: going on leave (be it parental, medical, bereavement, or for any other reason) means talking to reps and wading through a mountain of government and insurance claims just to get your time off and income in moments when you're the most stressed and busy. We talked to hundreds of employees and employers who had nightmare stories to tell, and wondered to ourselves why nobody had solved this yet. Our mission is to empower every working person to take care of the important things in life when it matters most — removing all of the friction that exists today for both employees and employers — and be the #1 advocate for folks going through the process. It's a really exciting space, and we're moving incredibly fast on both product and user momentum. Excited about taking the most frustrating processes companies and employees face and making it surprisingly delightful? We'd love to work with you. As a member of our support team, you'll be assisting and empowering our users as they go through some of their most life-defining moments using Cocoon’s industry-defining software. Cocoon's goal is to support people through some of the hardest and busiest times in their life using technology - how we supercharge that technology is just as important as the product itself. You'll be providing expert support to leave-takers and the teams at the Companies that support them. You'll be providing feedback to our Product Team as a critical piece of the product development lifecycle through the data we collect in the support tickets answered. If you love documenting processes, you’ll love working closely with our Product Operations team to bring our Product Solutions team to the next level.

Requirements

A superb verbal & written communicator: You speak & write clearly, concisely, and with a sense of urgency. You are able to tailor your communication to a variety of situations, and with a wide range of user and customer personas. You can explain complicated topics while maintaining a friendly tone, and can de-escalate uncomfortable situations with grace.
A lover of insights: You supercharge our Product Team by sharing feedback & insights.
A relationship builder who is comfortable learning technical concepts and legal frameworks: You build relationships by approaching people and problems with thought and care. At the same time, you’re as comfortable breaking down alphabet soup (PFL, CFRA, FMLA) as you are explaining software.
A data driven problem-solver: You love working with data and turning insights into actionable improvements.
Dedicated to finding good endings: You seek to understand problems deeply, arrive quickly at well-thought out solutions, and execute on follow-ups.
A builder: You’ll build the playbooks and processes for how things work, with an eye for scale.

Responsibilities

Assisting and empowering our users as they go through some of their most life-defining moments using Cocoon’s industry-defining software.
Providing expert support to leave-takers and the teams at the Companies that support them.
Providing feedback to our Product Team as a critical piece of the product development lifecycle through the data we collect in the support tickets answered.
Working closely with our Product Operations team to bring our Product Solutions team to the next level.