Job description
About Differential
Differential is growing! Yep, it turns out clients like us :) Our team of designers, developers, jokesters, and all around good folk needs more firepower. We’re proudly headquartered in Cincinnati, OH, but our team spans across the country.
In addition to only choosing the best group of people to work around, we are also very picky about the types of clients we’ll work with. In line with our mission to rapidly unlock value for good people with meaningful ideas, we partner with forward-thinking corporate pioneers and innovators to revolutionize their organizations from the inside out and bring great digital products to life. This translates to a diverse range of products like transforming retail with Adidas, helping Lexmark innovate cross-industry, streamlining the sales process with Big Ass Fans, to multi-platform mobile apps for large audiences with Crossroads Church.
We hire great, trustworthy people so that we can optimize for a free & flexible culture: flexible hours, unlimited vacation, remote work, and working on stuff you’re excited about.
The ideal candidate for this opening is someone who thrives on helping others succeed through clear communication, thoughtful problem-solving, and empathetic support. You care about delivering exceptional service and making systems and documentation better for everyone. You’re energized by solving real user problems and take pride in creating smooth, responsive customer experiences. You also bring a continuous improvement mindset to every part of your work—from process to product feedback.
We believe support is not just about fixing issues, but about improving the entire customer journey. That means collaborating with product and QA, building great documentation, and actively shaping how we triage, resolve, and communicate around issues. Our process values cross-functional teamwork, continuous delivery, and a user-first mindset.
Above all, we are focused on finding someone we love to work with. Culture isn’t a ping-pong table in the breakroom or some words we put up on the wall. It’s embedded in our DNA and starts with who and how we hire. We want to consider passionate people for this position.
Our mission statement, core values, benefits, and more can be found at handbook.differential.com.
Job requirements
What you can expect to do:
- Manage the support inbox and deliver timely, thoughtful, and clear responses
- Educate users on how to best use our product to accomplish their goals
- Create and maintain customer-facing documentation that is clear, actionable, and up-to-date
- Communicate product changes and updates to customers with clarity and empathy
- Work closely with QA and product teams to improve our support → triage → resolution flow
- Log recurring issues and collaborate on solutions that prevent future support requests
- Work evening and weekend support (including Sunday mornings, U.S. time)
What we’re after:
- Experience in a customer support or customer success role, ideally in a SaaS environment
- Clear and effective written and verbal communication skills
- Familiarity with support tools like Zendesk, Intercom, or Freshdesk
- Comfort working cross-functionally with product, QA, and engineering teams
- A resourceful, problem-solving mindset with a high degree of initiative
- Passion for the whole product experience—not just solving problems, but preventing them
- Willingness to learn, iterate, and improve support processes and documentation continuously
Job requirements
- Gaining a deep understanding of who our customers are and what challenges they face
- Putting the user first in every support interaction and documentation decision
- Translating product updates into clear, helpful messaging for customers
- Maintaining and improving the support knowledge base
- Collaborating with QA to identify root causes and improve product quality
- Helping shape and optimize our internal support processes
- Communicating effectively via Basecamp, Slack, and video calls
- Responding with quality and clarity in a fast-paced, sometimes ambiguous environment
- Delivering helpful, documented, and timely solutions to customer issues
Differential employees are those who:
- Communicate effectively with clients and teammates
- Are self-motivated and take ownership of their work
- Learn quickly and continuously
- Are curious about technology and how it can improve people’s lives
- Collaborate well across disciplines to solve meaningful problems
- Enjoy turning feedback into better outcomes
Candidates must be based in the United States and be available for meetings during standard business hours for client and team meetings. Specific times vary based on client-specific timezone preferences. There is flexibility in working hours, but there is an expectation to be able to regularly attend client and team meetings.
Differential is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
As part of our commitment to maintaining a legal and compliant workforce, we participate in the E-Verify program. For more information about E-Verify, please visit the U.S. Department of Homeland Security website at www.e-verify.gov.
