Product Support Specialist

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

📋 Description

• Take ownership of the complete support queue from initial response to Tier 1 and Tier 2 support.

• Prioritize requests by type and urgency, resolving issues directly or escalating them to product/engineering when necessary.

• Maintain saved replies, workflows, automations, and help center content to accelerate the resolution of common problems.

• Identify recurring issues and challenges for the Product team and ensure SLA metrics remain healthy.

• Configure and manage Intercom's AI-driven automations, including pattern recognition, auto-triage, and response suggestions, to handle ticket volume effectively.

• Manage internal triage for product administrative requests, such as account setup/configuration and permissions.

• Promptly communicate updates to the marketing ops owner for necessary changes to internal documentation, including setup guides, FAQs, and process documents as product and processes evolve.

• Ensure accurate account records are maintained across all internal systems.

• Lead the enhancement of support processes, operational efficiency, customer satisfaction (CSAT), and resolution metrics.

• Share user trends and product feedback with Product development teams.

⛳️ Requirements

• At least 2 years of experience in customer or technical support, with a proven track record of managing both first-line and escalated (Tier 2) issues.

• Proficient in configuring and optimizing AI-driven automations within a support platform.

• Experience with a support platform such as Intercom or Zendesk, with a preference for Intercom.

• Excellent written communication skills, with the ability to explain technical issues in a simple and friendly manner.

• Good judgment regarding what issues to resolve directly and what to escalate.

• Highly organized and detail-oriented, with a strong discipline for repetitive administrative tasks.

• Knowledge of sustainability, ESG, or supply chain data is a plus.

🏝️ Benefits

• Competitive benefits package.

• Flexible Paid Time Off (PTO).

• 401k program.