Product Support Specialist
New
B
Beacon SoftwareMembership management software
Remote (Canada)ContractJunior
Salary not disclosed
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Job Details
- Experience
- 2+ years of customer support experience at an SMB or enterprise SaaS company.
- Required Skills
- WordPressSaaSCustomer support
Requirements
- Have 2+ years of customer support experience at an SMB or enterprise SaaS company.
- Write clearly and in a structured way, including explaining complex ideas in help articles or internal reports.
- Use root-cause thinking to investigate why customers get stuck.
- Be comfortable with AI tools and curious about improving them for customers.
- Pick up new tools and products quickly and switch between tasks.
- Show warmth when communicating with customers.
- 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 backends, especially WordPress, is a nice to have.
Responsibilities
- Answer live chats and support tickets across membership, events, finance, CRM, and website tools; call customers when a phone conversation 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 ticket resolution through AI chat.
- Trace tickets to their causes and recommend UI/UX changes, help-document updates, and improved AI answers to reduce ticket volume.
- Test new features and enhancements against a testing plan, then update documentation to match.
- Document recurring usability patterns for product and engineering to act on.
- Pass churn risks and upsell signals to Customer Success.
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