Product Support Operations Specialist

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

📋 Description

• Oversee incoming support requests across various channels, ensuring prompt and precise responses.

• Create contract templates and set up components of school platforms during the implementation phase.

• Manage and enhance support tools and workflows for improved efficiency.

• Examine support trends and document recurring problems for internal teams and product enhancement.

• Develop and sustain knowledge base articles and training materials for both internal teams and clients.

• Generate and execute SQL database reports to extract, analyze, and present data effectively.

• Address school support inquiries and escalate pertinent issues to the appropriate internal teams.

• Participate in regular team and company meetings to stay aligned with organizational goals.

• Carry out other reasonably assigned tasks as needed.

⛳️ Requirements

• Proven experience in externally facing product operations roles, demonstrating the ability to collaborate with customers and internal teams to resolve issues.

• Strong analytical and problem-solving abilities, with a knack for identifying trends in support data and suggesting enhancements.

• Proficient in SQL, with the capability to construct, execute, and interpret database reports.

• Familiarity with support operations tools such as Intercom, HubSpot, LogRocket, Linear, Notion, Clerk, and Postmark.

• A growth mindset and enthusiasm for joining a rapidly expanding team.

• Capacity to navigate uncertainty and design effective processes.

• Outstanding organizational, time management, and communication skills.

• Experience utilizing spreadsheets to analyze data and inform decision-making.

🏝️ Benefits

• Stock options.

• Comprehensive health, medical, and dental insurance fully sponsored by the company.

• Fully remote work environment.

• Annual offsite events sponsored by specific teams and the entire company.

• Opportunities for personal and professional development.