Product Experience Specialist
Supports users of a software creation platform, improves support workflows and documentation, and channels customer feedback into product development. The role suits a recently graduated, analytical, proactive communicator with strong curiosity about AI tools.
About the job
Responsibilities
- Own user problems end to end by becoming a product expert, resolving a wide range of issues quickly and clearly, and escalating effectively to engineering when needed.
- Improve the support stack by maintaining the internal knowledge base, designing smarter workflows, and identifying ways to help the team operate more effectively.
- Act as the voice of the customer by continuously feeding product feedback into the team so frontline insights improve the product.
- Grow scope and responsibility over time, including how the company engages with users and the community.
Requirements
- Recently completed a bachelor's or master's degree.
- Demonstrated initiative, ownership, and follow-through.
- Analytical problem-solving skills and the ability to systematically break down complex situations.
- Curiosity and willingness to test ideas, try new approaches, and learn from mistakes.
- Strong interest in AI tools and using them to work more efficiently.
- Clear, warm, and precise written and verbal communication.
Nice to Have
- Experience in B2C SaaS support.
- Experience with Intercom.
- Hands-on experience with Lovable, Claude, or similar AI tools.
Compensation and Benefits
- Full-time position based in Lund or Stockholm.
- Initial 3-month contract with potential for a 12-month extension and expanded responsibilities.
Skills
Intercom, Claude, AI Tools, B2C Saas, Knowledge Bases, Workflow Design, Product Feedback
Similar jobs
Customer Support jobs
Atlas
Remote
Provides high-touch, real-time support for complex luxury travel and lifestyle requests, coordinating bookings and external partners for discerning members. Requires 2–4 years of luxury travel, concierge, or lifestyle-management experience, strong global travel knowledge, discretion, and excellent written communication.
Grow Therapy
Remote
Supports clients and therapists by troubleshooting billing and platform issues, explaining insurance benefits, and advocating for a strong customer experience. Requires one year of multi-payer insurance experience, medical terminology knowledge, benefits-verification tools, and comfort working independently in a remote environment.
Harvey
Remote
Owns Harvey’s BPO customer-support partnership, including vendor performance, workforce management, quality, enablement, routing, and scalable workflows. The role requires hands-on Zendesk expertise, strong program management, AI fluency, and a track record of holding outsourced providers accountable to support outcomes.