Be the main point of contact for our users, communicating through email, chat, and occasional video calls to resolve technical and product-related questions.
Troubleshoot and guide customers through product workflows, ensuring they can get the most value out of our platform.
Collaborate with Product, Engineering, and Customer Success teams by reporting recurring issues, sharing customer insights, and helping prioritize improvements.
Contribute to building and optimizing support processes, internal playbooks, and customer-facing documentation to make troubleshooting more efficient.
Identify trends in customer queries and suggest proactive solutions to reduce incoming tickets and improve user experience.
Learn deeply about our product, becoming confident in explaining complex features in accessible, customer-friendly language.
Support the rollout of new features by reviewing release notes, testing, and preparing communication or documentation updates.

You have hands-on experience in a customer-facing or support capacity (for example: Customer Support Representative, Technical Support Specialist, or Customer Success Associate).
You’re comfortable using customer communication tools such as ticketing systems, CRM applications, or remote support tools (Zendesk, HubSpot, Pylon, or similar).
You can investigate and troubleshoot product or technical issues, take ownership of resolution, and escalate when necessary.
You naturally take initiative, enjoy solving problems, and follow through until customers are fully satisfied.
You write and communicate clearly, adapting your tone to varied audiences.
You thrive in fast-paced and collaborative environments, and you’re eager to learn and grow with a high-growth SaaS company.
You’re located in LATAM or the US and can comfortably work within US time zones.

Product Support Specialist

Key skills