Product Support Specialist

2+ years of experience in customer support or customer service. Strong technical writing skills. Systems thinker. Strong communicator. Ownership mentality.

Run the support queue in Pylon: triage, reply, resolve, escalate, and close the loop. Build and maintain the knowledge base: plan information architecture, write articles, and record clips/gifs. Turn tickets into insights: create feedback loops, file issues, and close the loop with customers. Measure and report: publish key operating metrics and recommend experiments for improvement.