Product Support Specialist (Remote - US East Coast only)

Candidates must be based on the US East Coast. Occasional travel is required for in-person team gatherings. A fast-growing cloud software company that builds management tools for automotive repair shops is hiring a Product Support Specialist. You will be the first point of contact for customers who run into questions or product issues, guiding them to clear answers over phone, chat and email. The role suits someone early in a customer success career who enjoys helping people and learning new tools quickly.

What you'll do

• Respond to customer questions by phone, chat and email, quickly identifying the root issue and walking customers toward a workable fix.
• Explain product issues openly and set clear expectations about next steps.
• Document bugs and work with the development team to push for timely fixes and product improvements.
• Keep support tickets, account details and communication logs accurate and up to date.
• Learn product features and industry trends well enough to advise customers confidently, and share feedback that improves the product.
• Meet or exceed team performance goals and help teammates when workload peaks.

What you need

• At least one year of experience in a customer-facing role in any industry, such as SaaS, hospitality, retail or service work.
• Strong verbal and written communication, with a warm, patient style and strong attention to detail.
• Comfortable learning new software quickly and staying organized across many open conversations.
• Basic understanding of financial and accounting concepts and a general business mindset.
• Legally authorized to work in the United States and based on the US East Coast.
• Able to travel for several in-person team and company offsites each year.

Applicants must be based in: United States.

How to apply

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