Product Support Specialist

Job Summary

Owning escalated tickets and providing expert support for premier customers, the full-time remote Product Support Specialist will manage high-stakes inquiries, mentor team members, and collaborate across departments to ensure effective resolutions and maintain deep product knowledge.

Key responsibilities

• Take full ownership of escalated tickets, acting as the single point of contact until resolution
• Mentor and guide product support specialists while conducting training sessions and creating documentation
• Develop and maintain deep expertise in products and services, providing feedback to product development teams on recurring issues

Required qualifications

• Minimum of 3 years of experience in customer support within a SaaS or tech environment, including at least 1 year handling escalations
• Impeccable writing skills with the ability to adjust tone based on context and audience
• Proven ability to de-escalate tense situations and communicate effectively with executive-level contacts
• Comfortable using AI tools as part of daily work, with sound judgment regarding their application
• Experience collaborating with cross-functional teams and executives