Product Support Specialist

Product Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Support Specialist based in the United States.

This is a senior-level product support role focused on resolving complex, high-priority customer issues and protecting relationships with premier accounts. You'll serve as the primary owner for escalated cases, guiding customers through resolution while coordinating closely with internal teams. The role combines customer advocacy, technical product expertise, escalation management, and team mentorship. You'll work across web and API products, identify recurring issues, and help prevent problems from reaching critical escalation levels. AI will be an integral part of your workflow, supporting research, analysis, quality improvement, and operational efficiency while you retain ownership of every customer-facing decision. The environment is remote-first, collaborative, and globally distributed, with a strong emphasis on autonomy, judgment, and thoughtful communication. The position includes a weekend day in the regular schedule, with Monday–Friday training during the first eight weeks.

Accountabilities

• Own support for premier and high-tier customers from initial escalation through final resolution, using account and ticket history to provide proactive, personalized service.
• Serve as the single point of contact for escalated and high-stakes cases, coordinating internal teams and keeping customers informed throughout the resolution process.
• Identify churn risks and proactively coordinate recovery efforts before issues become more serious.
• De-escalate sensitive or executive-level customer situations with confidence, empathy, and appropriate judgment without over-promising.
• Oversee the Product Support queue, prioritize high-tier requests, and analyze escalation patterns to help prevent recurring issues.
• Partner with executives, senior product managers, strategic account managers, and other cross-functional stakeholders to resolve complex customer concerns.
• Build and maintain deep expertise across the web application, API, services, and broader product ecosystem, using that knowledge to troubleshoot and guide customers effectively.
• Communicate recurring product issues and customer feedback to product development teams to support product improvements.
• Use AI tools for research, analysis, and complex-ticket investigation while applying independent judgment and reviewing all outputs before customer use.
• Leverage AI-assisted CSAT and quality-assurance tools to identify patterns, improve personal performance, and strengthen team macros and prompts.
• Mentor Product Support Specialists through coaching, knowledge sharing, training sessions, and documentation.
• Create and maintain resources that improve consistency, knowledge retention, and the team's ability to resolve complex issues independently.

Requirements

• 4+ years of customer support experience in a SaaS, technology, or comparable environment, including at least 2 years handling escalations.
• Exceptional written communication skills, with the ability to adapt tone and messaging based on customer sentiment, urgency, business impact, and stakeholder seniority.
• Proven ability to manage tense or high-risk situations, de-escalate effectively, and communicate confidently with executive-level contacts.
• Strong cross-functional communication skills, with the ability to collaborate effectively with executives, product teams, account managers, and other internal stakeholders.
• Deep customer empathy, emotional intelligence, sound judgment, and the ability to remain composed when handling sensitive situations.
• Strong product and technical aptitude, with the ability to understand SaaS products, APIs, troubleshooting workflows, and complex customer issues.
• Comfort using AI as part of daily work, with the judgment to direct, edit, validate, or override AI-generated outputs when necessary.
• Demonstrated ability to identify root causes, recognize patterns, and turn individual support issues into broader process or product improvements.
• Strong mentoring and knowledge-sharing capabilities, with experience helping colleagues develop their skills and confidence.
• Ability to work effectively in a remote, globally distributed environment and support a schedule that includes a weekend day.
• Startup experience is a plus.
• Familiarity with shipping networks, carrier policies, or logistics technology is a plus.

Benefits

• Competitive annual base salary of $60,000–$74,000, with offers typically anchored around $68,000; higher compensation ranges may apply in higher-cost U.S. markets such as New York City and California.
• Equity as part of the total compensation package.
• Medical, dental, and vision coverage, with 90% of premiums covered by the employer, including dependents.
• Optional pet insurance coverage.
• Flexible working hours and a take-as-much-as-needed vacation policy.
• One week-long company-wide winter slowdown.
• 3 paid volunteer days off (VTOs).
• Work-from-home stipend to support a productive home-office setup.
• Charity donation matching of up to $100.
• Professional and career development programs, coaching, tools, resources, and an individual learning stipend.
• Regular team and company off-sites and local gatherings through a global remote-work program.
• Remote work opportunities across the United States, excluding Delaware, Nevada, Ohio, Oregon, Hawaii, New Mexico, and West Virginia.
• Flexible, inclusive environment designed to support employees across different backgrounds, perspectives, and geographies.