Product Support Specialist

Role overview A Product Support Specialist role embedded within an Operations team, focused on helping users get the most out of a product through responsive troubleshooting and clear guidance. The position is based in Chicago with the option to work fully remote from anywhere in the United States on a full-time basis.

Responsibilities - Respond to inbound product questions, troubleshoot reported issues, and guide users toward effective resolutions. - Document recurring problems, edge cases, and observed product gaps to inform the broader Operations and product roadmap. - Collaborate with cross-functional teammates to refine support workflows, response quality, and escalation paths. - Escalate complex or technical issues with sufficient context, reproduction steps, and impact notes for follow-up teams. - Contribute to help center content, internal runbooks, and shared knowledge resources that improve self-service outcomes.

Requirements - Prior experience in a customer-facing, technical support, or product operations role. - Strong written communication skills, with the ability to explain technical concepts clearly and empathetically. - Comfort triaging and prioritizing a queue of issues across multiple channels without losing attention to detail. - Ability to work independently in a remote, full-time capacity while collaborating effectively with a distributed team. - Eligibility to work in the United States.