Product Support Specialist
Core
Serve as the primary contact for B2B SaaS customers to resolve technical and product-related questions via email, chat, and video calls.
Role type
Product Support Specialist
Builds
Customer support processes, internal playbooks, and customer-facing documentation for an AI-powered sales platform.
Domain
B2B SaaS / Sales Enablement
Deliverable
client delivery
Required skills
troubleshooting product/technical issues, ownership of resolution, escalation management, writing clear communication, adapting tone to audiences, using ticketing systems and CRM applications, collaborating with cross-functional teams.
Preferred skills
remote work with distributed teams, familiarity with sales enablement or B2B SaaS domain.
Responsibilities
Troubleshoot and guide customers through product workflows; report recurring issues and share customer insights with Product and Engineering; contribute to building and optimizing support processes and documentation; identify trends in customer queries to suggest proactive solutions; support rollout of new features by testing and preparing updates.
Seniority
Individual Contributor