Product Support Specialist

TL;DR

Product Support Specialist: Handle customer inquiries via email, chat, and phone as the first point of contact and product expert with an accent on root cause identification and creative solutions. Focus on escalating issues, gathering feedback trends for product prioritization, and improving support processes through knowledge updates and team collaboration.

Location: Fully remote within the Americas

Salary: $75,000–$80,000

Company

Profitable global platform for businesses to send payouts and gift cards worldwide, trusted by 20,000 organizations including Atlassian and MIT.

What you will do

• Act as the first point of contact for customer questions through email, chat, and phone
• Serve as a product expert and first-level problem solver
• Escalate issues to appropriate teams while keeping users informed
• Gather customer feedback trends to inform product team priorities
• Update internal knowledge bases and external help articles
• Collaborate with team to build relationships, define ownership, and streamline processes

Requirements

• Bachelor's degree
• 0-2 years in a customer-facing role
• Effective communication skills, especially clear and concise writing
• Composure, patience, and empathy for user interactions
• Ability to multitask, prioritize, and stay organized
• Proactive attitude and quick learning ability
• Sense of humor and curiosity for the product

Culture & Benefits

• Fully remote with high-documentation, low-meeting culture for efficiency and flexibility
• Competitive pay, equity, and benefits
• Profitable and growing company with career growth opportunities
• Smart team and great culture, including international offsites