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.

Work arrangement
Yes