Product Support Specialist - East Coast

Role overview As a Product Support Specialist, you’ll help customers resolve questions and product issues across phone, chat, and email. The role calls for empathetic, clear communication, careful follow-through, and collaboration with product development to represent customer needs and improve the service experience.

Responsibilities - Identify customer issues and guide people toward practical solutions across support channels. - Explain product issues and next steps clearly, keeping customers informed throughout resolution. - Record bugs and work with development colleagues to advocate for fixes and product improvements. - Maintain accurate support tickets, account details, and communication records. - Keep up with product features, relevant industry developments, and customer service practices. - Gather customer feedback, meet support performance goals, and help teammates as needed.

Requirements - At least one year of experience in a customer-facing role in any industry. - Empathy, energy, and a service-oriented approach when handling customer concerns. - Clear communication skills and the ability to explain issues transparently. - Care and consistency when documenting cases and following through on customer requests. - Interest in learning product details and developing in customer support or customer success.

Benefits and work setup - Candidates should be based on the US East Coast to support designated working hours; remote work is available, with work model depending on proximity to office hubs. - Travel is expected, including several company and team gatherings each year. - Benefits include flexible paid time off, health coverage, paid family and medical leave, a retirement plan with employer match, wellness support, and professional development resources.