Get the chrome extension Part Time Support Specialist
Nomad eCommerce
Product Support Specialist – Entry to Mid Level (1–3 Years Experience)
Nomad eCommerce is seeking a resourceful, client-focused Part-Time
Product Support Specialist to join our growing support team. At Nomad, we deliver tailored ecommerce solutions that power our clients’ businesses—and our support team plays a key role in ensuring those solutions run smoothly every day.
As a Product Support Specialist, you’ll be the first line of contact for our clients, providing thoughtful guidance, troubleshooting issues, and ensuring a seamless support experience. You’ll work across multiple open requests, using your problem-solving skills, technical curiosity, and attention to detail to manage support tickets from initial inquiry through resolution. Whether assisting with product questions, coordinating fixes, or escalating issues for deeper investigation, you’ll be instrumental in maintaining client satisfaction and strengthening relationships.
This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and takes pride in delivering excellent customer service. You’ll have the opportunity to work closely with clients, developers, and internal teams—making a direct impact on both client success and product quality.
What You’ll Do:
- Manage and resolve client support tickets, ensuring timely communication and follow-up.
- Troubleshoot application issues and coordinate resolutions with internal teams or third-party vendors.
- Communicate proactively with clients to set expectations, provide updates, and deliver clear guidance.
- Document support cases thoroughly, contributing to knowledge bases and self-help resources.
- Identify recurring issues and recommend product improvements or documentation updates.
- Lead client training sessions and assist with project-based work virtually.
- Maintain strong relationships with clients, advocating for their needs within the organization.
- Uphold privacy, security, and confidentiality standards in all client interactions.
- Provide intermittent off-hours support.
- Support continuous improvement of support workflows and client experience.
- Additional duties may be assigned to meet business needs
Required Skills:
- 1–3 years of experience in client support, technical support, or account management.
- Ability to manage multiple active tickets with strong multitasking and follow-through skills.
- Excellent communication skills—both written and verbal.
- Technically savvy with a demonstrated ability to learn new systems quickly.
- Familiarity with helpdesk or ticketing systems, remote support tools, and common business applications.
- Strong problem-solving mindset with a focus on customer satisfaction.
- Comfort working in a fast-paced environment with shifting priorities.
- Strong multi-tasking skills with the ability to pause and resume work efficiently, managing multiple tickets simultaneously and driving each to completion within designated deadlines.
- Experience supporting software applications or working in a SaaS environment.
- Exposure to project management tools or customer support platforms.
- Basic knowledge of SQL, including the ability to read, understand, and execute simple queries for data retrieval and troubleshooting
- Familiarity with basic web technologies (HTML, CMS platforms, website hosting).
- Understanding of data privacy and security best practices.
- Technical writing or documentation experience (preferred, not required).
- Associate or bachelor’s degree in business, IT, or a related field (preferred, not required).
At Nomad, we value curiosity, initiative, and collaboration. You’ll join a team that encourages learning, embraces transparency, and supports each other’s success. We believe the best results come from people who are empowered, respected, and inspired to grow together
Salary: $24-$27 Hourly DOEOriginally posted on Himalayas
Product Support Specialist
Illinois Legal Aid Online
Illinois Legal Aid Online
Job Description: Product Support Specialist
Supervised by: UI/UX Quality Assurance Manager
The Product Support Specialist is responsible for delivering exceptional customer service to end users of ILAO's products and coordinating support across the organization. This role serves as the first point of contact for website users, including staff, and is responsible for managing ILAO's Zendesk instance — triaging incoming requests, resolving issues directly, and escalating as appropriate. They are also responsible for aggregating input from multiple channels and providing regular analyses to inform content, product, and operational improvements.
In addition to user feedback and support functions, this role takes on key product tasks, including reviewing site redirect reports, providing URLs to update site search, updating internal and external documentation, and developing knowledge base content to support both staff and end users.
Illinois Legal Aid Online (ILAO) is committed to attracting and retaining a diverse staff. Working with great people with a wide variety of lived experience brings us closer to meeting our vision of a society where all people can get justice. Because our services and products - like the law - are for everyone, we believe in including everyone. We strongly and enthusiastically encourage people of color, individuals who identify within and beyond the LGBTQIA+ spectrum, women, and people with disabilities to apply.
ILAO is fully remote, with periodic, in-person meetings. We welcome applications from across Illinois.
Feedback & User Support Management
60%
- Be an expert on how ILAO’s products work from an end-user perspective
- Serve as the first point of contact for end users of ILAO’s software products, including community members, advocates, and staff users
- Respond to user support requests in a timely manner
- Monitor all user feedback and escalate critical issues to the appropriate staff.
- Administer and configure ILAO’s Zendesk feedback system, including ticket workflows, queues, macros, tags, and automations
- Maintain ILAO's planned automated support chat, which helps users find resources on their own and sends issues it can't resolve to Zendesk
- Aggregate feedback from Zendesk, email, and other channels; analyze trends and recurring issues to identify problems, improvements, and positive outcomes to share with staff on a monthly basis
- Manage incoming support requests via Zendesk, phone, and email — resolving issues directly or routing to appropriate staff — and produce regular reports on support volume, response times, and resolution rates
- Conduct an annual user feedback survey and approximately 20 user interviews per year, in coordination with the User Research and Experience Manager
- Provide backup coverage to our Debt Help Illinois help desk as needed
Product Support
30%
- Ensure that website testimonials are created and updated regularly
- Develop and maintain Zendesk Help Center content to improve processes for responding to user inquiries.
- Train ILAO staff on the website, Zendesk, and related tools as needed
- Provide first-line website and CMS support to staff, independently resolving routine website issues and escalating when necessary.
- Review, update, and expand internal product documentation and knowledge bases to reflect current workflows and product changes.
- Work with the User Research and Experience Manager and UI/UX Quality Assurance Manager to screen and recruit participants for usability testing, stakeholder groups, user interviews, and advisory panels.
Other activities
10%
- Participate in staff meetings and other organizational meetings.
- Participate in organizational ARDEI activities.
- Participate in fundraising activities, such as making thank you calls, signing letters, working in-person events, reviewing grant proposals, and contributing to grant reports as required.
- Other activities as assigned.
Qualifications
Education/Experience
- Bachelor’s Degree (or equivalent experience) required
- Excellent interpersonal skills, including the ability to empathize with digital audiences and community members, curiosity about people’s challenges, decision points, and journeys
- Superior organizational skills, attention to detail, and the ability to work independently as well as on a team
- Excellent oral presentation and written communication skills
- Excellent computer skills, including fluency in using the Internet and Google Apps for Office
- Enthusiasm for the use of technology in the delivery of legal services and interest in ILAO’s mission and goals
- Team player who is enthusiastic about supporting website users and helping colleagues accomplish the goals of the organization
Preference given to candidates with
- Fluency or proficiency in Spanish
- Experience in legal aid or a general understanding of the legal system
- Experience working with people facing legal issues, or with Illinois courts, legal aid organizations, or community partners
- Familiarity with the basics of usability testing
- Experience with Zendesk or similar customer service software
- Located in the Chicago metropolitan area
Pay scale and benefits
Salary: The salary range for this position is $58,000 - $63,000. Bilingual Spanish staff receive an additional stipend.
Benefits: ILAO offers a comprehensive benefits package, including health and dental insurance, life insurance, long-term and short-term disability insurance, health and dependent care flex spending account; 15 paid days off and 15 holidays in the first calendar year of employment; and a 403(b) retirement plan, to which ILAO contributes a required 1% of salary monthly. ILAO has a flexible workplace policy that supports remote work, wellness and work-life balance.
Deadline: November 9, 2026
Salary: $58,000 to $63,000Originally posted on Himalayas
Product Support Specialist
Breakthrough
About Breakthrough
Breakthrough helps physical therapy practices grow. We build their websites and give them software, including AI agents, that turns leads into booked patients. We're a growing startup serving about 200 practices, and the people we serve are busy clinic owners who need things to just work.
About This Role
You're Customer Success's closest partner on the Product team. You take technical work off CSMs' plates so they can focus on their clients, and you make sure they hear about anything affecting those clients from you first.
You'll be the first person our clients reach when something isn't working, and you'll fix most of it yourself. You'll dig into logs, run SQL queries, reproduce problems, and get on a call with a client when that's the fastest way to help.
You'll also help us change how support works. We want clients to get answers on their own, through a strong knowledge base and AI tools, without needing to open a ticket. You'll own the knowledge base and help build that automation. As routine questions move to self-serve, your time shifts toward harder investigations, QA, and new responsibilities as the company grows.
A note on hats: everyone here wears several. This role covers support, account setup, website build coordination, and QA. When those compete, your top priority is resolving client issues independently.
What this role isn't: you won't write or deploy code. When you find a bug, you document it so clearly that engineering can fix it without asking you a single follow-up question.
What You'll Do
Troubleshoot and Resolve Client Issues
- Own the ticket queue. Handle incoming issues with software, logins, billing, and message delivery, and resolve them yourself.
- Find the root cause. Check back-end logs and run SQL queries to see what actually happened. For example: delivery logs on a failed SMS or email, sync status on an integration mismatch, or account configuration on a login issue. Reproduce the problem to tell a real defect from user error.
- Get on a call when writing won't cut it. If a help article or quick reply won't solve it, offer a call and work the problem live with the client.
- Escalate only when you should. Bring in Product or engineering when (a) you've confirmed a real defect that needs a code fix, (b) the issue needs a product or roadmap decision, or (c) fixing it requires access outside your role.
- Write bug reports engineers can act on. Include steps to reproduce, expected vs. actual behavior, and the log or query evidence you found.
Build Self-Serve Support
- Own the knowledge base. Keep our Help Center accurate and complete, with clear guides and short videos for new features.
- Close the loop on every ticket. After you resolve something, ask: should this be an article, so the next client never has to ask?
- Help implement AI support. Work with Product to set up and improve AI tools that answer client questions from our knowledge base. Test what they get wrong and fix the content behind it.
- Automate your own work. Look for repeat questions and tasks you can speed up or remove, and treat that as part of the job.
- Handle client data with care. Our clients are healthcare practices. Know what data AI tools can and can't access, and protect it.
Be Customer Success's Direct Product Connection
- Own the technical side of account setup. Build out new client accounts, locations, and marketing funnels. Handle contact list uploads and data entry, and help clients using our self-serve setup tools.
- Be CS's go-to technical resource. When a CSM needs a technical answer for a client, find the root cause, give them a clear explanation and next step they can share, or join the client call yourself.
- Be the source of truth on known issues. Track every open bug affecting clients: where the fix sits in Product's priorities, and when it's expected. Keep this where CSMs can check it anytime, send a weekly update, and flag urgent issues the same day.
- Share what Product is working on. Keep Customer Success current on Product's priorities, including what's in progress, what's coming next, and what's been pushed back, so CSMs can set accurate expectations and speak confidently about what's ahead.
- Spot risk and pass it on. When a client is frustrated, keeps hitting issues, or mentions canceling, tell their CSM the same day. Leave conversations about results, pricing, contracts, or cancellations to the CSM.
Coordinate Client Website Builds
- Kick off each build. Reach out when a client's build slot opens and gather what engineering needs to start, like current site access and domain details.
- Run the review cycle. Present drafts, consolidate client feedback, and route it clearly to the build team through each revision round.
- Keep builds moving. Track the status of every active build so nothing stalls on a client reply or an internal handoff.
Test Before We Ship
- Test new releases before clients see them. Try to break them, don't just confirm the expected path works.
How We'll Measure Success
- Share of client questions answered through self-serve, without a ticket
- Support tickets per client, trending down over time
- Share of tickets you resolve without escalating
- Average time from ticket opened to root cause found
- Customer success hours freed up by the setup and data work you take on
What You Bring
Must-haves
- Working SQL skills. You can write SELECT queries with filters and joins to look up a client's records. If you haven't used SQL professionally, show us something you've done with it.
- A troubleshooting instinct. You want to know why something broke, and you keep digging past "try refreshing."
- Clear, warm communication. You can explain a technical problem in plain language to a busy practice owner, stay calm with a frustrated client, and run a live troubleshooting call without a script.
- Hands-on experience with AI tools. You've used AI to automate or speed up real work, and you can tell us about a specific example.
- Organization under juggling. You can manage support tickets and active website builds at the same time without dropping anything, and you're precise with setup and data entry.
Nice-to-haves
- Experience supporting software for healthcare practices (EMR, scheduling, billing, or similar)
- Experience writing help docs or building a knowledge base
- Familiarity with tools like Jira, HubSpot, Asana, Fathom, or Claude
- QA or software testing experience
Who Tends to Do Well Here
We're open to candidates from either direction: a technical person who wants more client contact, or a strong support person who has built real skill with data, logs, and SQL, whether self-taught, from a SaaS support role, or from QA. Either way, you can point to a specific time you diagnosed and fixed a technical problem on your own.
You'll do well here if you'd rather build a system that makes your job easier than keep doing the same work by hand, and if you're excited for the role to grow as the routine parts get automated.
Originally posted on Himalayas
Product Support Specialist 1
Modernizing Medicine, Inc.
Join the Team Modernizing Medicine
At ModMed, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care.
A Culture of Excellence
When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes:
Consistently ranked as a Top Place to Work
2025 Globee Business Awards: Gold Globee for “Technology Team of the Year”
2025 Black Book Awards: Ranked #1 EHR in 11 Specialties
Florida Venture Forum: Venture-Backed Company of the Year
We are growing fast, thinking big, and we are just getting started.
Ready to modernize medicine with us?
Job Description Summary:
ModMed is hiring a driven Product Support Specialist I to join our positive, passionate, and high-performing Client Services team focused on providing best-in-class software support service to our expanding client base of Klara users. As a Product Support Specialist I, you will play a critical role in delivering exceptional client service and ensuring smooth, efficient resolution of client issues in a B2B SaaS environment. Acting as a trusted advisor and first point of contact, you'll bring clarity to client queries across phone, email, and chat, perform technical troubleshooting (including browser diagnostics and APIs), collaborate across teams, author knowledge base content, and advocate for continuous improvement in our client experience. This is an exciting opportunity for someone who thrives in a fast-paced, client-focused environment and is passionate about solving problems, leveraging modern AI tools, improving workflows, and delivering excellence.
Your Role:
- Serve as the frontline of support, responding to client inquiries via phone, email, and chat with a client-first mindset and multi-tasking skills across concurrent chats.
- Troubleshoot and resolve software-related issues by leveraging product knowledge,
- Accurately identify, document, and escalate complex issues while maintaining ownership through resolution.
- Author, edit, and publish Knowledge Base articles
- Collaborate cross-functionally with internal teams to drive timely and effective solutions.
- Maintain high standards of communication and professionalism in every interaction.
- Proactively suggest process improvements and adopt AI-driven productivity tools to enhance client satisfaction and operational efficiency.
- Stay up to date on product updates, workflows, and best practices to deliver informed support.
Skills & Requirements:
- Bachelor’s degree.
- 1–2 years in B2B SaaS or enterprise technical support (not high-volume transactional or retail support)
- Strong troubleshooting skills with the ability to think analytically and solve problems under pressure.
- Experience in high-volume, primarily transactional support environments alone will not be sufficient for success in this role
- Experience working directly with customers to diagnose issues (not solely internal IT or infrastructure support)
- Ability to work from 11 am to 8 pm EST (required), as well as during weekends as and when required
- 1-2 years of experience in handling customer support in an Omni Channel Environment.
- Prior experience in a medical practice or working with EMR systems is highly desirable.
- Familiarity with Apple platforms (Mac, iPhone, iPad) and iOS.
- Working knowledge of support tools such as Zendesk, Jira, Salesforce, or equivalent ticketing and bug-tracking systems.
- Proficiency in Google Workspace (Docs, Sheets, Gmail, etc.).
- Outstanding interpersonal, written, and verbal communication skills.
ModMed Benefits Highlight: At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:
United States
- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
- 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
- Generous Paid Time Off and Paid Parental Leave programs,
- Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
- Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
- Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
- Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
- Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.
PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address (). Please check senders’ email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website.
Originally posted on Himalayas
Product Support Specialist
Hanover Research
Product Support Specialist
Hanover Research
Arlington, VA/Remote
Hanover Research is looking for a Product Support Specialist to join our Product team and serve as a key point of contact for users across Hanover's growing portfolio of digital products. Our digital products are an important part of how Hanover delivers value to clients. In this role, you will help clients and internal teams get the most value from our growing portfolio of digital products. You will solve user challenges, create a responsive and positive support experience, and turn recurring questions and feedback into insights that help shape how our products evolve.
You will own providing timely day-to-day support to clients and internal users such as managing user and account-related requests, troubleshooting product issues, and helping account teams provide excellent service to our clients. You will also partner closely with Product, Engineering, and other teams to resolve issues and improve the overall user experience.
The ideal candidate is highly organized, customer-focused, comfortable working across multiple systems, and enjoys solving problems. This person should be able to independently investigate issues, determine the appropriate next step, and recognize when an issue should be escalated to the correct team or function.
This is an excellent opportunity for someone who wants to work closely with digital products and customers while developing experience in product operations, digital product support, and digital product management.
RESPONSIBILITIES
Product Support & User Experience
- Serve as a Tier 1, primary point of contact for user questions and support requests across Hanover's digital products
- Represent Hanover and its digital products with professionalism and consistency, serving as a trusted ambassador for the brand in interactions with clients and internal stakeholders and ensuring every touchpoint reflects Hanover’s standards and commitment to an exceptional experience
- Monitor, triage, and respond to support tickets in a timely and professional manner
- Troubleshoot common issues related to login, access, user accounts, permissions, licenses, content, and product functionality
- Provide clear instructions and solutions to users and follow up as needed to ensure issues are resolved
- Escalate technical issues and potential product defects to Product and Engineering with clear documentation and relevant details
- Maintain and improve FAQs, help documentation, support resources, and other materials that enable users to self-service
User & Product Administration
- Assist with user onboarding, account setup, access, permissions, and account changes across digital products
- Support administration of user and account information across systems such as Salesforce, Strapi, and other product platforms
- Help troubleshoot issues related to licenses, entitlements, product access, and user permissions
- Identify discrepancies in user or account data and work with appropriate teams to resolve them
- Support product launches, enhancements, and changes by helping manage user questions and operational needs
Product Operations & Continuous Improvement
- Track and identify trends in support requests to help the Product team understand common user pain points
- Provide regular feedback to Product on recurring issues, usability challenges, and opportunities for product improvements
- Assist with product testing, user acceptance testing, and validation of fixes and new functionality
- Help maintain operational processes and documentation for digital products
- Assist with product analytics and reporting as needed
- Participate in product launches and other initiatives requiring user support
QUALIFICATIONS
Required
- 2+ years of experience in customer support, tier 1 technical support, product support, SaaS administration, product operations, or a related field
- Strong problem-solving and troubleshooting skills
- Excellent written and verbal communication skills
- Strong organizational skills and attention to detail
- Ability to manage multiple support requests and priorities simultaneously
- Comfortable learning and working across multiple software platforms such as Customer Relationship Management Systems (CRMs) and Content Management Systems (CMS)
- Ability to independently investigate problems and determine appropriate next steps
- Strong customer-service mindset and ability to communicate effectively with both technical and non-technical audiences
- Participate in product team meetings (on-camera) and other cross-team discussions on product issues or development as necessary
Preferred
- Experience supporting a SaaS product, client portal, or other web-based application
- Experience with Salesforce, Strapi, CRM systems, CMS platforms, or similar tools
- Experience working with ticketing/support platforms; preferably platforms with AI capabilities
- Familiarity with software development processes and ability to communicate effectively with Engineering teams
- Experience with product testing or user acceptance testing
- Interest in product management, product operations, or digital product development
Location
USA Remote
Office is located in Arlington, VA
#Remote
Compensation
Hanover Research strives to create compensation and benefits programs that are competitive, equitable, and fair. The compensation range for this role at the company is $65,000 – $75,000. Please note that the base salary offered is contingent on the candidate’s job-related knowledge, skills, and experience. Our base pay range is determined by the role and the market.
Hanover believes in supporting our team’s overall well-being now and in the future. We provide retirement benefits and 401K matching to help you plan ahead, wellness benefits to keep you healthy, medical coverage to lift you up if you or your dependents get sick, and paid time away to rejuvenate. You can learn more about our benefits on our Hanover Research Careers page or please talk to your Recruiter to learn more.
Benefits
- Starting at 18+ days Paid Time Off
- 14 observed holidays, including Juneteenth, Indigenous People Day and personal floating days
- 401(K) employer matching programs
- Comprehensive health and dental benefits package
- Health and wellness packages with discounts to local gym
- Community service opportunities
- Unlimited snacks and beverages in office
About Hanover Research
Hanover Research provides high-quality research & analytics through a cost-effective subscription model that helps corporate, higher education, and K-12 executives make informed decisions, identify and seize opportunities, and heighten their effectiveness. To learn more about Hanover Research, visit .
Hanover Values
- Business Building – We build our business quickly and intelligently and we help our clients do the same
- Thought Leadership and Innovation – We strive constantly to deliver better information in a better way
- Service – To our clients and our community, service is our guiding principle
- Leadership and Mentorship – Our talent is our greatest asset, and we hope to help our people be their best
- Firm Citizenship – We are optimists who believe there are endless possibilities for our company and ourselves
How to Apply
If you are interested in the prospect of working for a dynamic, fast-growing company, we encourage you to submit your resume and any other supporting materials.
Hanover strives to be accessible to all users and job seekers. If you are a qualified individual with a disability and need assistance in accessing our website or completing a job application, please contact Hanover Research at 202-559-0050 or via email All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.
Hanover Research provides equal employment opportunities to all employees and applicants for employment without regard to their race, color, creed, religion, national origin, gender, sexual orientation, gender identity or expression, disability, veteran status, age, marital status, familial status, genetic information, or status with regard to public assistance, or membership or activity in a local human rights commission, any other characteristic protected by applicable federal, state, or local law. You can learn more on our Equal Employment Page.
Originally posted on Himalayas
Product Support Specialist
Slang.ai
About Slang AI
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.
What Your Experience Will Be
You're the first line of contact for restaurant operators calling or writing in with a problem: a phones-down emergency, an API connection to a reservation platform that needs diagnosing, a feature request that needs to be logged and managed, a guest experience a customer wants reviewed.
Triaging issues like these day to day, you'll learn to identify what you're actually dealing with — something you can resolve yourself with a known workaround or clear explanation, an expected limitation that needs professional, patient communication to work through, or a real bug, in which case the job shifts to documenting it clearly for Engineering and keeping the customer informed and reassured while it gets fixed.
You're also the connective tissue between the rest of the company and Product Engineering. When a teammate anywhere in the org — Sales, CX, Ops, Finance — runs into something that looks like a product issue, Support is where it gets routed, translated into something actionable, and handed off. You're often the first person to notice a pattern worth flagging, and the one making sure it doesn't get lost between "someone mentioned this once" and "Engineering actually has a ticket for it."
You'll have senior-level support throughout the role, not just while you're getting oriented. Remote-first, with occasional trips to HQ. 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.
Why You Belong Here and How You Will Grow
- 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
- You communicate exceptionally well in any medium — email, ticket, phone, Slack — and people notice
- 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
- 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
- CSAT isn't just a number to you — it's a signal of whether you actually helped
- 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
- 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
- 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
What Success Looks Like
- You're resolving routine tickets — cancellations, phones-down troubleshooting, login issues, AI behavior questions — independently within your first 60 days
- You can tell user error, real bug, and expected limitation apart before you escalate, so Engineering's time and the customer's trust both stay protected
- You manage competing priorities well, keeping urgent issues moving fast without letting the rest pile up — guided by clear service-level and performance expectations, and good judgment about what genuinely needs to jump the line
- Your bug escalations are clean enough that Engineering can act without back-and-forth
- Customers experience you as a partner, not a ticket-closer — your CSAT shows it
- You've spotted at least one gap between what customers ask for and what's documented, and helped close it
- Customers and teammates consistently point to how clearly and warmly you communicate, especially under pressure
What You Will Bring
We're less interested in what you'd call yourself than in whether you have the underlying competencies below — you might come in with a more customer-facing background (support, success, service) or a more data-facing one (analyst, ops), and either framing is welcome as long as the substance is there.
- 1–4 years of experience that's put you in front of customers directly — support, success, service, or a similar role — ideally with some exposure to a technical or software product, even if you weren't the one building it
- A real interest in the technical side of the product, not just the customer-facing side — you want to understand how things actually work, not just how to explain them
- A methodical troubleshooter's instinct — you check your assumptions before you escalate, not after
- Comfort using data as a tool — reviewing logs, pulling trends, and letting the numbers guide a decision instead of avoiding them
- Clear, warm writing — you can walk a non-technical restaurant owner through a fix without sounding like a manual
- Genuine, active use of AI tools in your daily work, not just familiarity — this is what AI Native looks like day to day for us: AI isn't a novelty, it's infrastructure
- A drive to go beyond the baseline fix and actually solve the underlying problem — our Overachiever Fever value in practice — balanced with enough Humility Ability to ask questions before you advocate, and to happily hand credit to someone else's better idea
- Composure under ticket volume, including during incidents — the kind of steadiness that lets you Be a Good Host even when things are actively on fire
Compensation & Location
Compensation for this role is location-based and benchmarked against local market data aligned to the employee’s primary work location. Total compensation includes a mix of cash and equity and may vary by location, role level, and experience. Our range is therefore wide and not meant as a negotiation range.
Work Location: Remote. Mandatory to work some evenings and weekends.
Base Compensation: $70,000-80,000
Equity: Included in offer package
Our Vision
Calling a business shouldn’t feel like a robot-hostage situation, where you’re forced to listen to horrible music and can't reach a human, while enduring a soulless voice uttering "I'm sorry I didn't quite get that" on repeat for eternity. (shudder) That’s why we started Slang AI We use the latest AI and audio wizardry to make transacting via voice so enjoyable it’s more human than human. By 2030, we will save businesses and consumers 1 billion minutes of precious time while transforming voice channels into the preferred mode of communication (it's faster and easier than text).
We have backgrounds building product at companies like Spotify, Buzzfeed, the New York Times, and OpenTable —shipping experiences that have reached hundreds of millions of users. Now, we’re using our backgrounds to start a new culture, one that puts product and human-centered design above all else while fostering constant learning and growth. Sound like something you’d like to be part of? Get on board.
Our Values
Overachiever Fever. We’re overachievers (we don’t know any other way)
AI Native. We don't just sell AI. We are Al.
Humility Ability. We approach each other with curiosity and openness (know-it-alls not welcome!)
Be A Good Host. We build for hospitality. We should embody it.
Originally posted on Himalayas