Product Support Specialist - The Leap

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Requirements:

• 2+ years of experience in an online customer-facing role, ideally in SaaS.
• Strong verbal and written communication skills to explain technical issues clearly.
• High emotional intelligence and capability to work with high-value customers.
• Independent problem solver, creative in overcoming obstacles, and willing to ask for help.
• Experience troubleshooting software issues across common browsers.
• Technically savvy, proactive about learning new platforms and apps.

Responsibilities:

• Reply to incoming customer emails.
• Jump on calls with users to resolve issues, gather feedback, or provide expert guidance.
• Identify, reproduce, and document bugs.
• Work with the development team to investigate technical issues and convey solutions to customers.
• Make recommendations and coach users on using the product effectively.
• Log opportunities to educate creators on features that help them achieve their goals.