Product Support Specialist (SaaS)

TL;DR

Product Support Specialist (SaaS): Providing technical and functional support to auto repair shop owners via phone, chat, and email with an accent on issue resolution and empathy. Focus on documenting bugs, collaborating with developers for product improvements, and guiding users through software functionality.

Location: Remote, Utah (US). Hybrid options available based on proximity to office hubs. Travel is an expected part of the role for team and company-wide offsites.

Company

All-in-one cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better.

What you will do

• Resolve customer queries via phone, chat, and email with curiosity and empathy.
• Guide customers toward effective solutions while maintaining transparency about product issues.
• Document software bugs and collaborate with the development team to advocate for fixes and improvements.
• Maintain accurate records of tickets, account details, and communication logs.
• Stay current on product features, industry trends, and customer service best practices.
• Collect and share customer feedback to help level up the service and product experience.

Requirements

• Minimum 1 year of experience in a customer-facing role (e.g., SaaS, hospitality, retail).
• Must be based in the US (specifically mentioned Remote, Utah).
• Strong verbal and written communication skills with a problem-solver mentality.
• Familiarity with basic financial and accounting concepts.
• Ability to quickly learn and navigate new software and tools.
• High energy, drive, and a naturally outgoing, customer-centric personality.

Nice to have

• Background in team sports, college athletics, or other high-performance team settings.

Culture & Benefits

• Competitive base salaries and remote work flexibility.
• Comprehensive health benefits (Medical, Dental, Vision) with 100% premiums covered for employees.
• 401(k) Retirement Savings Plan with 100% employer match up to 6%.
• Generous Paid Time Off and support for maternity and parental bonding leave.
• Free confidential counseling through BetterHelp and a monthly wellness allowance of up to $60.
• $300 home office setup bonus after one year of employment.