Product Support Specialist - Membee

New

Beacon SoftwareMembership management software

Remote (Canada)ContractJunior

Salary not disclosed

Apply NowOpens the employer's application page

Job Details

Experience: 2+ years of customer support experience at an SMB or enterprise SaaS company.
Required Skills: WordPressSaaSCustomer support

Have 2+ years of customer support experience at an SMB or enterprise SaaS company.
Write clearly and structure complex ideas for help articles or internal reports.
Use root-cause thinking to identify why customers get stuck.
Be comfortable with AI tools and curious about improving them for customers.
Learn new tools and products quickly and switch between tasks.
Communicate warmly with customers, including small offices and volunteer boards.
Notice problems and propose fixes independently.
Have a genuine interest in the operational needs of membership-based organizations.
Live chat experience is a nice to have.
Hands-on experience working in website back ends, especially WordPress, is a nice to have.
This is a one-year contract covering a parental leave, with possible extension into a full-time role.

Answer live chats and support tickets across membership, events, finance, CRM, and website tools; use the phone when it will resolve an issue faster.
Write and update help content so customers can find answers themselves.
Build in-product help that answers questions where customers are working.
Review the AI support agent's answers, identify gaps, and feed fixes back to improve its performance.
Trace tickets to their causes and recommend UI/UX changes, documentation improvements, and better AI answers to reduce ticket volume.
Test new features and enhancements against a testing plan, then update documentation.
Document recurring usability patterns for product and engineering.
Pass churn risks and upsell signals to Customer Success.

View Full Description & ApplyYou'll be redirected to the employer's site