Product Support Specialist

📋 Description

• Manage high-volume chat and email support with empathy and speed.
• Host live Zoom/phone sessions for walkthroughs and troubleshooting.
• Guide clients through dashboard navigation and campaign setup.
• Facilitate account updates including plan changes and upgrades.
• Support campaign execution to align with budgets and timelines.
• Partner with Billing, SWAG, Product, and R&D to resolve issues.
• Identify, log, and track technical issues and advocate for resolution.
• Contribute to internal docs and knowledge base for self-service.
• Act as the voice of the customer by surfacing trends and requests.

🎯 Requirements

• 1–3 years in customer/product/technical support; SaaS preferred.
• Strong written and verbal communication with a friendly tone.
• Excellent troubleshooting skills; simplify complex concepts.
• Experience with Zendesk, Intercom, or similar tools.
• Comfort working cross-functionally with product and engineering.
• A passion for delivering exceptional customer experiences.
• Bonus: Intercom CRM; Jira familiarity; B2B software experience.

🎁 Benefits

• Free healthcare, including vision and dental.
• Generous 401k match.
• Flexible PTO and paid family leave.
• Snappy Summer Fridays and employee recognition gifts.