Manage a high volume of chat and email support inquiries with empathy, clarity, and speed.
Host live Zoom and phone sessions for platform walkthroughs, setup assistance, troubleshooting, and high-stakes seasonal events (e.g., Holiday Sends).
Guide clients through dashboard navigation, campaign setup, and complex feature usage.
Facilitate account updates including plan changes, configurations, and upgrade guidance.
Support campaign execution to ensure settings align with client budgets and timelines.
Partner cross-functionally with Billing, SWAG, Product, and R&D to resolve issues efficiently.
Identify, log, and track technical issues while advocating for timely resolution.
Contribute to internal documentation and the external knowledge base to improve self-service.
Act as the voice of the customer by surfacing trends, feedback, and feature requests.

1–3 years of experience in customer support, product support, or technical support (SaaS experience preferred)
Strong written and verbal communication skills with a professional and friendly tone
Excellent troubleshooting skills and the ability to simplify complex concepts
Experience using support platforms such as Zendesk, Intercom, or similar tools
Comfort working cross-functionally with product and engineering teams
A passion for delivering exceptional customer experiences

Product Support Specialist

Key skills