Product Support Specialist (AI SaaS)

Location: Remote, EMEA; must be able to work within EMEA time zones

Company

An AI-powered B2B sales platform providing lead generation, personalized sequencing, omnichannel outreach, and intelligent sales actions.

What you will do

• Act as the main point of contact for users through email, chat, and occasional video calls.
• Troubleshoot product and technical issues and guide customers through platform workflows.
• Collaborate with Product, Engineering, and Customer Success by reporting recurring issues and sharing customer insights.
• Build and optimize support processes, internal playbooks, and customer-facing documentation.
• Identify support trends and propose proactive solutions to improve the user experience.
• Support feature launches through testing, release-note reviews, and documentation or communication updates.

Requirements

• Hands-on experience in customer support, technical support, customer success, or a similar customer-facing role.
• Experience with ticketing systems, CRM applications, or remote support tools such as Zendesk, HubSpot, or Pylon.
• Ability to investigate technical or product issues, own resolutions, and escalate when necessary.
• Clear written and verbal communication skills with the ability to adapt tone to different audiences.
• Located in EMEA and comfortable working within EMEA time zones.
• Initiative, problem-solving ability, follow-through, and willingness to learn in a fast-paced SaaS environment.

Nice to have

• Experience working remotely with distributed teams.
• Knowledge of sales enablement or B2B SaaS.

Culture & Benefits

• Post-Series A, fast-growing startup backed by Y Combinator.
• Collaborative environment focused on scalable support and customer experience.
• Health insurance and stock options.
• Annual company trip.
• Inclusive employee experience.