Product Support Representative

About the Opportunity

The organization is seeking a Product Support Representative to join its go-to-market team and help build its customer support function. In this full-time remote role based in the United States, the Product Support Representative will provide prompt, high-quality assistance, guide users through platform features, and partner with client firms to ensure ongoing platform success.

This role requires a work schedule of 2:00 PM to 11:00 PM Pacific Time.

Key Responsibilities

• Respond promptly and accurately to client assistance requests with a positive attitude.
• Deliver technical support by troubleshooting software platform issues via email, phone, or chat, investigating and reproducing issues, and coordinating with engineering to deploy fixes.
• Guide users through platform features and functionalities while providing best practices and tips for optimal utilization.
• Serve as a customer advocate by communicating client needs to internal engineering, product, and design teams to help inform the product roadmap.
• Facilitate client participation in beta feature deployments and maintain continuous feedback loops.
• Assist with customer database setup and template creation to support smooth onboarding and client retention.
• Author and update online help center resources, FAQs, and support documentation to enable customer self-service.

Required Qualifications

• 1 to 3 years of customer support experience, including 1 to 3 years in a customer-facing technical role such as technical support, implementation, solutions, or a combined support and engineering function.
• Professional experience in a startup or scale-up environment, managing broad responsibilities with limited documentation.
• Ability to work collaboratively and build mutual trust within a team environment.
• Strong bias toward action, with proven ability to own projects end-to-end and see them through to completion with minimal oversight.
• High adaptability and responsiveness to shifting processes and customer requirements.

Preferred Qualifications

• Proven track record of driving customer satisfaction and fostering long-term client relationships.
• Familiarity with integrating merge tags in Microsoft Office applications.