Product Support Specialist

About RundooOur mission is to empower independent supply stores with best-in-class technology. Think of your local hardware store or mom-and-pop nursery—these are our clients. From paint to lumber to flooring, over 200,000 such stores across the country sell over $1T of building materials annually using outdated, on-premises systems. We're aiming to help them modernize so that they can continue to thrive.Backed by leading investors including Battery, Bessemer and CRV, we've raised $48M across four rounds and are growing quickly: We're live in over 500 stores across the USA, Canada, and the Caribbean, and integrated with over 20 industry partners. Our team is made up of builders, sellers, and industry veterans with a shared goal: to bring modern technology to an overlooked industry.About the RoleLocation: Chicago (Hybrid) - 1 - 2x a weekWorking Hours & CoverageCoverage window: Our support line runs 5:00am CT – 8:00pm CT (a 15-hour, coast-to-coast window), Monday–Friday, with 8am - 6pm CT coverage on weekends.Your shift: You'll be based in Central time and work five 10-hour days — roughly a 50-hour week. This is a salaried, full-time role. Your shift is typically the morning open (5:00am–3:00pm CT) or a mid shift (8:00am–6:00pm CT); comfort with an early start is required.We are hiring for 2 shifts: Opening Shift — Monday–Friday, 5:00am–3:00pm CTMid Shift + Weekends — Monday–Wednesday, Saturday & Sunday, 8:00am–6:00pm CT (Thursday & Friday off)Cross-training: Everyone on the team is cross-trained across shifts and rotates fairly — no one is permanently assigned to weekends.The RoleAs 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.What You'll DoProvide exceptional support via Intercom chat, email, and phone to hardware and paint store owners and their staffDiagnose issues through structured discovery (e.g. is it a product bug, a training gap, or a workflow mismatch?), before proposing a fixPerform data analysis and reconciliation work using spreadsheets to investigate balance discrepancies and help clients understand their numbersCollaborate with Engineering to communicate customer issues, submit detailed bug reports with reproduction steps, and help troubleshoot technical problemsLeverage AI-assisted tools (Intercom AI, ChatGPT, Claude) to improve response quality, efficiency, and documentationPartner with Client Success team by escalating at-risk accounts, identifying training needs, and flagging patterns that indicate broader issuesContribute to knowledge base by documenting solutions, creating help articles in Notion, and improving self-service resourcesMaintain metrics including <24hr resolution time for 90%+ of tickets, <5min average first response time, and >80% customer satisfactionWhat We're Looking ForEssential QualitiesWe 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.Core Competencies:Exceptional attention to detail - You catch discrepancies others miss, especially when working with numbers and dataStrong independent problem-solver - You can troubleshoot ambiguous issues without constant hand-holdingExcellent written and verbal communication - You can explain complex concepts clearly to non-technical small business ownersOrganizational excellence - You can manage multiple priorities, juggle competing tickets, and maintain composure during high-volume periodsEmpathy for small business owners under pressure - paired with the composure to de-escalate a frustrated conversationSkilled at asking questions - ones that get past the stated symptom to the actual root causeValuable Experience (But Not Required)Any of the following backgrounds could set you up for success:Prior customer support or technical support experience in any industryExperience with SaaS products or technology companiesAccounting, bookkeeping, or financial reconciliation backgroundRetail, POS, or small business operations experienceTechnical troubleshooting ability with software applicationsTechnical RequirementsComfortable learning and becoming expert in complex software (our full ERP platform)Proficient with spreadsheets (Google Sheets/Excel) for data analysisStrong analytical skills for investigating balance discrepancies and data issuesAble to work during required hours.Bonus PointsDirect familiarity with or experience in paint and hardware, building materials, construction supply, or related industriesComfortable adapting to a dynamic startup environment where priorities shift and new challenges arise regularlyProven experience helping customers adopt new workflows or systems (change management)Experience with Intercom, Zendesk, or similar support platformsCompensationBase Salary: $83KEquity: $13,000 - $14,000 equity grant valueBenefits: See belowAbout the TeamHere is the current makeup of the teams you'll be working most closely with:Claire (Manager, Client Success)Robbie (Product Support Specialist)Tim (Product Support Specialist)Reggie (Client Success Manager)Vidhan (Head of Client Experience)Interview Process1. Talent Screen: 20 minutesA conversational chat with Amanda, our founding recruiter, to get to know one another, share more about the role, and answer any initial questions you have.2. First Round: 30 minutesA conversation with Claire focused on your experience and background.3. Onsite Interview: River North, ChicagoA half-day on-site where you'll meet several members of the team: