Product Support Specialist

Product Support Specialist

As a Product Support Specialist at Rundoo, you will be the primary point of contact for clients in their time of need. You'll help independent hardware and paint store owners solve problems across our full ERP platform—from POS transaction issues to inventory sync problems, accounting reconciliation, and user training questions.

You'll work alongside Robbie and Tim to provide coast-to-coast coverage for our growing client base. This role is ideal for someone who thrives on problem-solving, enjoys helping small business owners succeed, and wants to grow with a fast-paced startup.

You'll report to Claire, Manager, Client Success, and collaborate closely with our Client Success and Engineering teams to ensure client needs are met and product improvements are identified.

Here is the current makeup of the teams you'll be working most closely with:

1. Claire (Manager, Client Success)
2. Robbie (Product Support Specialist)
3. Tim (Product Support Specialist)
4. Reggie (Client Success Manager)
5. Vidhan (Head of Client Experience)

The role requires providing exceptional support via Intercom chat, email, and phone to hardware and paint store owners and their staff. You'll resolve diverse technical issues including POS troubleshooting, inventory sync problems, accounting reconciliation, report generation, and user training questions. You'll perform data analysis and reconciliation work using spreadsheets to investigate balance discrepancies and help clients understand their numbers. You'll collaborate with Engineering to communicate customer issues, submit detailed bug reports with reproduction steps, and help troubleshoot technical problems. You'll leverage AI-assisted tools (Intercom AI, ChatGPT, Claude) to improve response quality, efficiency, and documentation. You'll partner with the Client Success team by escalating at-risk accounts, identifying training needs, and flagging patterns that indicate broader issues. You'll contribute to the knowledge base by documenting solutions, creating help articles in Notion, and improving self-service resources. You'll maintain metrics including <24hr resolution time for 90%+ of tickets, <5min average first response time, and >80% customer satisfaction.

We care more about aptitude and drive than checking boxes on years of experience. The ideal candidate is smart, hungry to learn, and thrives on solving problems independently. Essential qualities include exceptional attention to detail, strong independent problem-solving, excellent written and verbal communication, organizational excellence, a customer-centric mindset, and comfort with ambiguity.

Any of the following backgrounds could set you up for success: prior customer support or technical support experience in any industry, experience with SaaS products or technology companies, accounting, bookkeeping, or financial reconciliation background, retail, POS, or small business operations experience, technical troubleshooting ability with software applications.

Technical requirements include being comfortable learning and becoming expert in complex software (our full ERP platform), proficient with spreadsheets (Google Sheets/Excel) for data analysis, strong analytical skills for investigating balance discrepancies and data issues, and the ability to work during required hours.