Product Support Specialist

Client Support Specialist

As a Product Support Specialist, you will be a key liaison between our users and our product, playing a pivotal role in delivering a seamless and supportive client experience.

• Respond to inbound inquiries, solve user issues, share product expertise, and collaborate cross-functionally to enhance the overall user experience.
• Perform in-depth troubleshooting to efficiently identify and resolve client inquiries via email and instant message, escalating to the Operations team when appropriate.
• Serve as the primary escalation point for complex or high-priority client inquiries, working alongside the Operations and Engineering teams to drive resolution on the most nuanced issues.
• Provide an exceptional experience for clients through effective communication, proactive learning, and deepening relationships.
• Ensure client satisfaction by taking ownership of inbound client inquiries, providing updates, and ensuring that all open items are resolved in a timely manner.
• Investigate user-reported issues and collaborate with our Engineering team to identify and resolve any bugs.
• Own and evolve the team's training materials and internal documentation over time, ensuring resources stay current and reflect the latest product and process changes.
• Translate recurring client friction points into structured, actionable feedback for Product and Operations - going beyond flagging issues to proposing solutions.
• Mentor and support junior team members (Associates and Senior Associates), providing guidance on troubleshooting approaches, client communication, and best practices.