Product Support Specialist II

We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. Must not include Job ID etc. Must remove boilerplate, navigation, legal, EEO, etc. Must preserve all substantive info. We need to parse the posting. Let's extract sections: - About Slang AI (company description) maybe not needed as a heading? Could be part of About the role? The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should have headings like About the role, Responsibilities, etc. The posting includes "About Slang AI" which is company overview; could go under About the role? Probably we can treat that as About the role content. - "What Your Experience Will Be" describes responsibilities. So that is Responsibilities. - "Why You Belong Here And How You Will Grow" maybe also responsibilities or qualifications? Could be part of Qualifications/Skills? It describes traits. Might be part of Qualifications. - "What Success Looks Like" maybe also responsibilities or performance expectations. - "What You Will Bring" is qualifications/requirements. - "Compensation & Location" includes Pay and maybe Schedule (mandatory to work some evenings and weekends). Also location remote. - "Our Vision" maybe not needed. - "Our Values" maybe not needed. We need to include sections only when posting has real specific content. Thus we will have:

About the role

with content: description of Slang AI mission, culture, etc.

Responsibilities

with content: "What Your Experience Will Be" plus maybe "What Success Looks Like" (though that is more expectations). Could combine. Better to separate: Responsibilities (day-to-day tasks) and maybe "What Success Looks Like" could be under Responsibilities or maybe a separate section like Performance Expectations but not in list. Since only allowed headings are those given, we can put success expectations under Responsibilities as well.

Requirements

maybe combine with Qualifications? The instruction lists both Requirements and Qualifications as possible headings. We need to decide based on content. "What You Will Bring" includes experience, interest, troubleshooting, data comfort, writing, AI usage, drive, humility, composure. That's qualifications/requirements. Could split: Requirements (experience) and Qualifications (skills). But we can just use one heading if content fits. However we need to follow instruction: prefer a few substantive sections over many thin ones. So we can combine Requirements and Qualifications into one section maybe labeled Requirements (or Qualifications). Which one is more appropriate? The content includes both experience and skills. I'd choose "Requirements" as heading.

Skills

maybe list specific tools: Pylon, Linear, Slack, Looker, Cekura, Canny, Claude. Also mention comfort with similar ticketing, analytics, support tooling.

Benefits

maybe not explicitly listed; there is mention of equity included, compensation includes cash and equity, but benefits like health etc not mentioned. So we should not create Benefits section unless posting actually states them. It does not list benefits like health, 401k, etc. So we skip Benefits.

Pay

we have Base Compensation: $70,000-80,000, Equity: Included in offer package. Also mention compensation location-based, total compensation includes mix of cash and equity, may vary. So we can include Pay section.

Schedule

we have "Mandatory to work some evenings and weekends." Also remote-first with occasional trips to HQ. So schedule info: remote, occasional trips, some evenings/weekends. So we can include Schedule. We must not include sections like About the role if content is just fluff? But we have substantive content about company mission and culture. That's okay. We must not include headings with filler like "commensurate with experience". Not present. We must not repeat job title. We must not include Job ID etc. We must remove boilerplate like cookie/navigation/legal/EEO/scam-warning etc. Not present. We must preserve all substantive information; do not invent or summarize away detail. So we need to keep details. We need to output only HTML fragment, no /, no markdown fences. Thus produce something like:

About the role

Slang AI is redefining customer engagement through conversational AI, making every interaction seamless and efficient. Our mission is to transform the restaurant industry by providing the ultimate voice AI solution for consistently outstanding customer experiences. At Slang AI, we believe how we build matters just as much as what we build. We foster a culture rooted in hospitality, ownership, and clarity, where every “Slangsta” feels valued, supported, and connected to the broader impact of our work in the AI-powered future of restaurants.

Responsibilities

• Act as the first line of contact for restaurant operators calling or writing in with problems: phones‑down emergencies, API connection issues to reservation platforms, feature requests needing logging and management, guest experience reviews.
• Triaging issues day‑to‑day to determine whether they can be resolved with a known workaround or clear explanation, are expected limitations requiring patient communication, or are real bugs that need clear documentation for Engineering while keeping the customer informed.
• Serve as the connective tissue between the rest of the company and Product Engineering: route product‑looking issues from Sales, CX, Ops, Finance, translate them into actionable tickets, and hand them off.
• Identify patterns worth flagging and ensure they are not lost between informal mentions and actual Engineering tickets.
• Work with tools such as Pylon, Linear, Slack, Looker, Cekura, Canny, and Claude (prior experience not required but comfort with similar ticketing, analytics, or support tooling is a plus).

Maybe also include success expectations? Could add as

under Responsibilities: "Success looks like resolving routine tickets independently within first 60 days, distinguishing user error, real bug, and expected limitation before escalation, managing competing priorities per SLAs, producing clean bug escalations, achieving high CSAT, spotting gaps between customer requests and documentation, and communicating clearly and warmly under pressure." That's substantive. We'll add that as a

after the list.

Requirements

• 1–4 years of direct customer‑facing experience (support, success, service, or similar), ideally with exposure to a technical or software product.
• Genuine interest in the technical side of the product – wanting to understand how things work, not just how to explain them.
• Methodical troubleshooter’s instinct – checking assumptions before escalating.
• Comfort using data as a tool – reviewing logs, pulling trends, letting numbers guide decisions.
• Clear, warm writing ability – able to walk a non‑technical restaurant owner through a fix without sounding like a manual.
• Regular, active use of AI tools in daily work (AI‑native mindset).
• Drive to go beyond baseline fixes and solve underlying problems (Overachiever Fever), balanced with humility – asking questions before advocating and happily crediting others’ better ideas.
• Composure under high ticket volume and during incidents – steadiness that lets you “Be a Good Host” even when things are on fire.

Maybe also include "What Success Looks Like" details; but we already put some under Responsibilities. Could also add a separate

under Requirements? But we already covered.

Skills

• Ticketing systems (e.g., Pylon, Linear)
• Communication platforms (Slack)
• Analytics tools (Looker)
• Specialized tools (Cekura, Canny, Claude)
• General comfort with similar support, analytics, or ticketing tooling.

Pay

Base compensation range: $70,000–$80,000. Equity is included in the offer package. Total compensation consists of a mix of cash and equity and may vary by location, role level, and experience; the range is wide and not intended as a negotiation range.

Schedule

Remote‑first position with occasional trips to headquarters. Mandatory to work some evenings and weekends.

We must not include Benefits section. Check that we didn't repeat job title. Good. Check that we didn't include any filler like "commensurate with experience". Not present. Check that we didn't include any boilerplate. Good. Check that we preserved all substantive info: we captured company description, responsibilities, qualifications, skills, pay, schedule. Did we miss any details like "Remote-first, with occasional trips to HQ." included in schedule. Did we capture "You'll be working with tools like Pylon, Linear, Slack, Looker, Cekura, Canny, and Claude — no prior experience with these exact tools required, but comfort with similar ticketing, analytics, or support tooling is a plus." We included that in responsibilities list and skills. Did we capture "Why You Belong Here And How You Will Grow" content? We captured many of those traits in Requirements (ownership, humility, etc). Might have missed some nuance like "You spot the small thing before it becomes the big thing — a pattern in tickets, a customer who's a little too quiet about being frustrated, a gap between what's documented and what's actually true — and you keep an eye on churn risk without being told to". That's a responsibility/skill. Could add to Responsibilities list as an item: monitoring for subtle signals and churn risk. Also "You communicate exceptionally well in any medium — email, ticket, phone, Slack — and people notice". Already covered by clear warm writing. "You read a room (or a ticket) with high emotional intelligence, and you're proactive by default — you follow up before someone has to ask you to". Could add as responsibility. "You're comfortable quarterbacking complex customer scenarios that pull in several internal parties and carry real stakes — the kind where a mishandled moment could mean a customer walks". Could add. "CSAT isn't just a number to you — it's a signal of whether you actually helped". Already covered. "You're a self-starter who wants ownership, not just tasks. This is a small, high-accountability team, and that's deliberate — Slang competes on support being genuinely excellent, not just adequate, and this role is part of what makes that a real differentiator instead of a talking point". Could add as requirement. "You show up as a partner to the customer, not a gatekeeper — fast enough that they feel taken seriously, and thorough enough that you leave things better than you found them". Could add. "You don't need to arrive with the exact playbook already memorized. There's a real system here — a tiering framework, a debugging process, a knowledge base — built and refined over months of real ticket volume. What matters more than prior exposure to these specific tools is whether you can pick up a system that already works and run it well, rather than needing to invent your own approach from scratch". Could add as requirement. We need to preserve all substantive info; we should not omit details. So we need to incorporate those points. We can add them as list items under Responsibilities or Requirements as appropriate. Let's restructure: Responsibilities list items: - First line of contact for restaurant operators with problems (phones-down emergencies, API connection issues, feature requests, guest experience reviews). - Triaging issues to determine if they can be resolved with known workarounds, are expected limitations needing patient communication,