Customer Insights & Product Communications Specialist

Customer Insights & Product Communications Specialist

About Us

We are a software company, and we have been building DATS (www.GetDATS.com) for 20 years now. It’s impressive.

Our mission is to help busy people organize their processes so they can connect everything and everyone, keep people safe, grow their business, and shatter expectations. We do this by putting important management systems like Health & Safety, Quality, Environment, and HR, under one hood.

We are a growing privately owned company with lofty goals, unwavering focus on the success of our customers, and lots of opportunity for advancement for our employees.

Position Overview

This role connects Customers, Product, and Progress.

We are looking for a Customer Insights & Product Communications Specialist to help us better understand our customers, improve visibility into real operational challenges, and communicate product value clearly across the company and market.

This role sits between customer insight, product operations, customer communication, and internal coordination. The person in this role works directly with customers, leadership, coaches, sales, UI/UX, development, and marketing to help ensure DATS stays closely connected to real customer needs as the software evolves.

This is not a traditional marketing or product manager role. This role helps DATS gather meaningful customer insight so we can understand the real problem behind customer requests, and we can improve operational friction points and communications. You will be the person connecting the dots between what customers are experiencing, what internal teams are discussing, what leadership is prioritizing and how DATS communicates product value and progress.

This is roughly a 50% customer-facing role and 50% behind-the-scenes coordination and communication role. Some days you may be interviewing customers or organizing feedback. Other days you may be preparing release summaries, coordinating product communications, organizing customer insight, or helping internal teams better understand what customers are saying and why it matters.

The right person will be a strong listener, clear writer, thoughtful researcher, and confident cross-functional communicator. They will know how to ask good questions, spot patterns, organize scattered information, and turn customer feedback into something useful.

The Ideal CandidateYou’re Perfect for This If You:

• Naturally ask good questions
• Can identify the real problem behind a request
• Love organizing scattered information into useful insight
• Are comfortable talking with both technical and non-technical people
• Can communicate clearly without overcomplicating things
• Handle ambiguity without becoming chaotic
• Care about clarity, usefulness, and follow-through

Must-Haves:

• Experience in SaaS, software, customer success, product communications, customer research, or a related field
• Strong communication and organizational skills
• Experience working across multiple departments or stakeholders
• Strong written communication skills
• Comfortable speaking directly with customers
• Ability to organize conversations, feedback, and operational information into clear summaries or themes
• Comfortable operating in a remote, async environment
• Mature judgement and professionalism

Nice-to-Haves:

• Experience with voice-of-customer or customer feedback programs
• Experience with product communications or release communications
• Experience with newsletters, blog content, or customer communication
• Experience working alongside development, UI/UX, or product teams
• Experience with beta programs, surveys, or advisory groups
• Experience in small companies where you wore multiple hats

Your Mission

Customer Discovery & Research

Work with our team to reach out to existing customers who have expressed interest in new modules, product improvements, or future development opportunities.

• Conduct customer interviews and discovery conversations
• Understand workflows, operational challenges, and pain points
• Review customer processes, forms, reports, spreadsheets, and workarounds
• Identify themes and recurring operational friction points
• Help separate feature requests from deeper operational problems
• Summarize customer insight for leadership and internal teams

You are not making final product decisions on your own, you are ensuring our product development conversations are grounded and real.

Voice of Customer Visibility

• Help ensure customer insight does not get lost between departments
• Help internal teams better understand customer workflows and challenges
• Reduce situations where assumptions replace direct customer input

Product & Release Communications

Work with the Technical Program Manager, development team, coaches, and department leaders to understand upcoming releases, improvements, fixes, and new functionality.

• Coordinate and support release communication with announcements, blog posts, newsletters, and summaries.
• Translate technical updates into practical customer-focused communication
• Support internal communication related to product improvements and releases

Customer Communication & Engagement

Design and coordinate programs that allow us to gather better feedback, increase customer involvement, and strengthen customer relationships.

• Help coordinate customer feedback initiatives and outreach
• Support beta programs, advisory groups, and discovery initiatives
• Help identify useful customer stories, quotes, and examples of value
• Organize customer feedback and discovery insight
• Track themes, patterns, and recurring customer conversations
• Support customer surveys and feedback programs
• Help leadership and internal teams evaluate customer opportunities and needs

Cross-Functional Alignment

• Help connect customer conversations to internal discussions
• Improve clarity between customer-facing and internal teams
• Help ensure important customer context is communicated clearly
• Support better alignment between product, coaching, sales, and leadership conversations

What This Role Is Not

• Not a product manager
• Not a customer support coordinator
• Not a marketing content mill
• Not a feature decision-maker

You help ensure DATS stays connected to customer reality while we continue to grow and improve.

What We Offer

• $75K to $100K base annual salary (based on experience)
• 100% remote work
• High ownership role with meaningful impact
• Direct exposure to leadership, product discussions, and customer strategy
• Opportunity to help shape a growing function within the company
• A team that values clarity, ownership, curiosity, and continuous improvement

Plus:

• 25 vacation days per year
• Benefits program
• Continuing Education Fund
• Fitness Allowance
• Fun Stuff Allowance
• Bonus Program

Final Thought

Some companies build software and hope customers adapt to it. We believe the best software comes from understanding how customers actually work, where their friction exists, and what would genuinely make their jobs easier.

This role helps DATS listen better, communicate better, and stay closely connected to the people we build for.

If you are the type of person who loves asking smart questions, spotting patterns, creating clarity, and helping teams make better-informed decisions, you will do very well here.

How to Apply

Send your Cover Letter, Resume, and a short video (3–5 minutes) to careers@getdats.com.

Keep the video simple.

Tell us:

• A little about yourself.
• Why this role interests you.
• A time you helped improve communication, organization, customer understanding, or cross-functional alignment
• Or a time you helped uncover the real problem behind what someone initially asked for.

Job Types: Full-time, Permanent

Pay: $75,000.00-$100,000.00 per year

Benefits

• Extended health care
• Paid time off
• Vision care
• Work from home

Application question(s):

• Have you sent your short video to careers@getDATS.com?

Language:

• English (required)

Location:

• Canada (required)

Work Location: Remote