Product Support Specialist

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

📋 Description

• Take charge of frontline customer support through chat, email, and video.

• Address customer issues comprehensively with minimal guidance.

• Analyze and resolve intricate technical problems.

• Refer issues to Product Engineering when absolutely necessary.

• Recognize trends in customer concerns and transform them into process enhancements.

• Develop knowledge base articles and actionable insights for the broader team.

• Bridge communication between Support, Sales, Product, and Customer Success.

• Participate in decisions regarding tools, workflow design, and team playbooks.

• Independently manage time, priorities, and output.

• Actively improve support processes and assist in scaling support efforts.

• Maintain proactive communication with the remote team and highlight issues early.

⛳️ Requirements

• Over 5 years of experience in product or technical support within a B2B SaaS setting.

• Excellent troubleshooting abilities.

• Currently integrating AI into your workflow, with an understanding of its benefits and limitations.

• Human-in-the-loop approach for customer-facing or critical escalation tasks.

• Familiarity with customer support tools such as Zendesk, Intercom, Jira, and Linear.

• Inquisitive, coachable, and motivated to surpass objectives.

• Prepared for a startup environment: flexible, quick-paced, and hands-on.

• Authentic interest and perspective on AI and the future of work.

• Must reside in Chicago.

• Required to submit a CV, LinkedIn Profile URL, and resume/application materials.

🏝️ Benefits

• Private medical insurance.

• Pension plan.

• Daily lunch provided.

• Fully remote work arrangement.