Customer Support – Product Specialist

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Provide prompt, empathetic, and high-quality support to customer inquiries through Intercom.

• Diagnose product issues and escalate bugs or unique cases to the relevant internal teams.

• Develop and update self-service resources, including Fin, help center articles, FAQs, onboarding guides, product walkthroughs, release notes, and feature documentation.

• Recognize recurring support trends and proactively resolve documentation deficiencies.

• Collaborate with Product, Engineering, and Customer Success teams to gather customer feedback and enhance workflows.

• Monitor and report on support volume trends, resolution times, and the performance of self-service content.

• Employ AI tools to minimize manual tasks and boost efficiency in routine support activities.

⛳️ Requirements

• A minimum of 2 years of experience in a customer support or customer success position.

• Preferably, experience within a B2B SaaS environment.

• Excellent written communication skills in customer interactions.

• Familiarity with Intercom or comparable support platforms, such as Zendesk or Front.

• Capability to create user-facing documentation, including help articles, onboarding guides, and FAQs.

• Systematic approach to recognizing patterns and developing scalable self-service solutions.

• Strong organizational and time management abilities.

• Capacity to balance reactive support tasks with proactive content development.

• Bonus: Technical curiosity and comfort in navigating API documentation or developer-oriented tools.

• Bonus: Experience in compensation, commission workflows, or revenue operations.

• Bonus: Skills in creating video walkthroughs or screen recordings, such as with Loom.

• Bonus: Familiarity with Salesforce, HubSpot, or other CRM platforms.

🏝️ Benefits

• Fully remote position available for candidates located in Colombia.