Product Support Specialist - Membee

Role overview A Product Support Specialist helps customers use a membership management software platform and improves the support experience over time. You’ll handle customer questions while also maintaining help resources, reviewing AI-generated support, and sharing recurring product issues with product and engineering colleagues. This is a one-year contract covering parental leave, with the possibility of extension into a full-time role.

Responsibilities - Respond promptly and clearly to live chats and support tickets covering membership, events, finance, CRM, and website features; use phone calls when they will resolve an issue faster. - Write and maintain help articles and create in-product guidance so customers can find answers while they work. - Review the AI support agent’s responses, identify gaps, and recommend improvements that help resolve more questions accurately. - Investigate why customers get stuck and suggest product, documentation, or AI changes that could reduce repeat support needs. - Test new features against a plan and update support materials to reflect changes. - Document recurring usability issues for product and engineering teams, and share churn risks or potential expansion signals with customer success colleagues.

Requirements - At least 2 years of customer support experience at a software company serving small businesses or enterprise customers. - Clear, organized writing for customer help content and internal reports. - Strong root-cause problem solving: the ability to identify why an issue occurred, not only how to resolve it for one customer. - Comfort using AI tools and curiosity about improving their usefulness for customers. - Ability to learn new products quickly, shift between different tasks, and communicate warmly with customers in small or volunteer-led organizations.

Nice to have Experience with live chat or hands-on website administration, particularly with WordPress, is useful. An interest in how membership-based organizations operate is also relevant.

Benefits and work setup The role is remote, and equipment is provided. The team offers structured product onboarding, mentorship, clear goals, and regular feedback. The specialist works closely with product and engineering, gaining exposure to how customer feedback informs product priorities and how AI is used in a software support operation. Performance is assessed using resolution time, customer engagement, tickets resolved, and overall ticket reduction.