Product Experience Specialist
Provides frontline product support, resolves user issues, improves support workflows and documentation, and channels customer feedback into product development. The role requires strong communication, analytical problem-solving, initiative, and 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 for the team to operate more effectively.
- Represent the voice of the customer by continuously feeding product feedback to the team so frontline insights improve the product.
- Expand responsibilities over time as trust and ownership grow, including internal initiatives and external engagement with users and the community.
Requirements
- Proactive and self-directed, able to identify problems, propose improvements, and follow through.
- Strong analytical problem-solving skills and the ability to unblock users quickly in unfamiliar situations.
- Curious and willing to test ideas, try new approaches, and learn from mistakes.
- Clear, warm, and precise written communication.
Nice-to-haves
- Experience supporting users of B2C SaaS products.
- Experience with Intercom.
- Hands-on experience with Lovable, Claude, or similar AI tools.
Compensation and Benefits
- Three-month contract with potential for a 12-month extension and expanded responsibilities.
- Part-time position based in Lund or Stockholm, or remotely in Sweden.
Skills
Intercom, Claude, AI Tools, SaaS, Knowledge Bases
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