This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Product Support Specialist in United States.
This role sits at the center of a fast-paced SaaS support environment focused on helping home design and remodeling professionals succeed with their digital tools and subscriptions. You will act as a first point of contact for inbound calls and messages, resolving product, billing, and subscription-related questions while ensuring a seamless customer experience. The position blends technical troubleshooting, customer education, and relationship-building in a highly dynamic, team-oriented setting. You will support professionals using software tools, advertising services, and marketing features, helping them maximize value from their accounts. Success in this role requires strong communication skills, adaptability, and a customer-first mindset. You will also collaborate closely with internal teams to ensure issues are escalated and resolved efficiently, contributing directly to customer satisfaction, retention, and product adoption.
Accountabilities
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
This role sits at the center of a fast-paced SaaS support environment focused on helping home design and remodeling professionals succeed with their digital tools and subscriptions. You will act as a first point of contact for inbound calls and messages, resolving product, billing, and subscription-related questions while ensuring a seamless customer experience. The position blends technical troubleshooting, customer education, and relationship-building in a highly dynamic, team-oriented setting. You will support professionals using software tools, advertising services, and marketing features, helping them maximize value from their accounts. Success in this role requires strong communication skills, adaptability, and a customer-first mindset. You will also collaborate closely with internal teams to ensure issues are escalated and resolved efficiently, contributing directly to customer satisfaction, retention, and product adoption.
Accountabilities
- Respond to inbound calls and messages from professionals, delivering timely and high-quality support for SaaS product, subscription, and account-related inquiries.
- Assist customers with software functionality questions, billing issues, upgrades, cancellations, renewals, and trial conversions.
- Support professionals in understanding and using marketing tools, advertising campaigns, and profile optimization features to increase engagement and value.
- Troubleshoot customer issues and escalate complex cases to specialized internal teams when needed, ensuring smooth resolution.
- Conduct virtual training sessions (e.g., Zoom) to help users better understand and adopt the platform’s features.
- Maintain key performance indicators such as case resolution time, CSAT, phone SLA, and productivity targets.
- Proactively identify opportunities to improve customer engagement, retention, and upsell potential through thoughtful guidance.
- 6 months to 2 years of experience in customer support, technical support, or subscription-based service environments.
- Strong communication skills, both written and verbal, with the ability to explain technical concepts clearly and effectively.
- Customer-focused mindset with strong listening skills and the ability to identify and resolve user pain points.
- Comfortable working in a fast-paced, high-volume environment with shifting priorities and multiple tools.
- Tech-savvy with the ability to navigate SaaS platforms and troubleshoot basic technical issues.
- Strong organizational and multitasking abilities with attention to detail and task management discipline.
- Team-oriented attitude with a proactive, solution-driven approach to customer service.
- Experience with virtual presentations or remote customer training is a plus.
- Hourly base pay ranging from $20.55 to $22.83 depending on location.
- Variable compensation opportunity of approximately $3,600 annually.
- Comprehensive medical, dental, and vision insurance plans.
- Paid Time Off (PTO), parental leave, and employee assistance program.
- Home internet stipend and flexible remote work environment.
- 401(k) retirement savings plan with pre-tax and Roth options.
- Health Savings Account (HSA) with company contribution and Flexible Spending Accounts (FSA).
- Professional development reimbursement program to support career growth.
- Wellness-focused initiatives and employee support programs.
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.