Product Specialist

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

📋 Description

• Acts as the main contact for user support across the products offered; oversees investigations and back-end transitions to ensure a unified resolution experience.

• Conducts defect replication and root cause analysis concerning product and AI-specific failure modes, such as response degradation and retrieval failures; escalates issues with documented replication steps and interaction logs.

• Comprehends and implements outage protocols; monitors integration points and escalates unexpected system behaviors following established procedures.

• Meets support SLAs (CSAT, escalation rate, NPS) while taking responsibility for AI output quality through knowledge management coverage and standards for response accuracy.

• Coordinates AI-enabled workflows across supported products to expedite case diagnosis, response drafting, and documentation processes.

• Develops agentic support agents and AI-driven automations; maintains an evolving prompt library and assists users in configuring citizen AI workflows.

• Engages in UAT cycles with a focus on practical usability, edge cases, and the quality of AI interactions.

• Serves as a frontline advocate for AI adoption, facilitating engagement communities to deliver tangible value across Leasing.

• Oversees AI output quality within their product domain — ensuring knowledge management content meets AI-ready standards, auditing AI-generated responses against source materials, and addressing gaps through structured content updates.

• Creates and updates product playbooks, user guides, and self-service resources; ensures documentation remains current as products and tools develop.

• Possesses thorough product knowledge across common cases, support workflows, core functionalities, product roadmaps, release cycles, and outage protocols.

• Converts user feedback and support trends into enhancement requests and defect reports for Product and Engineering teams — understanding what drives ticket generation, not merely resolving them.

• Suggests updates to support best practices to foster continuous improvement, consistency in user experience, and accuracy in capturing pertinent business data.

• Assists in custom reporting and data verification for ad hoc stakeholder inquiries.

⛳️ Requirements

• 2–4 years of experience in product support, property technology, leasing operations, or a closely related field — a combination of experiences is acceptable.

• Customer-centric mindset with documented examples of delivering high-quality support.

• Practical experience with AI tools, including prompt development and AI-assisted workflows.

• Strong communication skills with the ability to convey information clearly to both technical and non-technical audiences at all levels.

• Self-motivated and organized; adept at managing competing priorities in a dynamic environment.

• Familiarity with product and case management tools (Azure DevOps, Jira, ServiceNow, and Salesforce).

• Experience working with cross-functional stakeholders.

• Strong pattern recognition abilities — capable of identifying the factors that lead to ticket generation, not just resolving them.

• Passion for AI and a commitment to ongoing learning as tools evolve.

• Experience in maintaining prompt libraries and AI-assisted workflows.

• Understanding of product metrics, including adoption, sentiment, and engagement, alongside support SLAs.

🏝️ Benefits

• 401(k) plan with company matching contributions.

• Comprehensive Medical, Dental & Vision Care.

• Paid parental leave at 100% of salary.

• Paid Time Off and Company Holidays.

• Early access to earned wages through Daily Pay.