Product Support Specialist

New

Remote, LATAM/US, US time zonesFull-TimeMiddle

Salary not disclosed

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Job Details

Required Skills: TroubleshootingTechnical supportCRMCustomer supportSaaSHubSpotZendesk

Hands-on experience in a customer-facing or support capacity (e.g., Customer Support Representative, Technical Support Specialist, or Customer Success Associate).
Comfortable using customer communication tools such as ticketing systems, CRM applications, or remote support tools (Zendesk, HubSpot, Pylon, or similar).
Ability to investigate and troubleshoot product or technical issues, take ownership of resolution, and escalate when necessary.
Naturally take initiative, enjoy solving problems, and follow through until customers are fully satisfied.
Write and communicate clearly, adapting your tone to varied audiences.
Thrive in fast-paced and collaborative environments.
Located in LATAM or the US and can comfortably work within US time zones.

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.

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