Product Support Specialist

Responsibilities

• Provide exceptional support via Intercom chat, email, and phone to hardware and paint store owners and their staff.
• Resolve diverse technical issues including POS troubleshooting, inventory sync problems, accounting reconciliation, report generation, and user training questions.
• Perform data analysis and reconciliation work using spreadsheets to investigate balance discrepancies and help clients understand their numbers.
• Collaborate with Engineering to communicate customer issues, submit detailed bug reports with reproduction steps, and help troubleshoot technical problems.
• Leverage AI-assisted tools (Intercom AI, ChatGPT, Claude) to improve response quality, efficiency, and documentation.
• Partner with Client Success team by escalating at-risk accounts, identifying training needs, and flagging patterns that indicate broader issues.
• Contribute to knowledge base by documenting solutions, creating help articles in Notion, and improving self-service resources.
• Maintain metrics including 80% customer satisfaction.

Requirements

• Exceptional attention to detail, especially with numbers and data.
• Strong independent problem-solver who can troubleshoot ambiguous issues.
• Excellent written and verbal communication skills to explain complex concepts to non-technical users.
• Strong organizational skills to manage multiple priorities and maintain composure in high-volume periods.
• Customer-centric mindset with genuine enjoyment in helping people.
• Comfort with ambiguity and ability to navigate unclear situations through research and creative thinking.
• Proficient with spreadsheets (Google Sheets/Excel) for data analysis.
• Strong analytical skills for investigating data issues.
• Able to work during required early morning or weekend hours based on assigned shift.
• Comfortable learning and becoming expert in complex software (full ERP platform).

Nice-to-Haves

• Prior customer support or technical support experience.
• Experience with SaaS products or technology companies.
• Accounting, bookkeeping, or financial reconciliation background.
• Retail, POS, or small business operations experience.
• Technical troubleshooting ability with software applications.
• Direct familiarity with paint and hardware, building materials, construction supply, or related industries.
• Experience in a dynamic startup environment.
• Proven experience helping customers adopt new workflows or systems (change management).
• Experience with Intercom, Zendesk, or similar support platforms.

Compensation

• Base Salary: $83K - $105K (based on experience and location)
• Competitive equity package in a fast-growing startup
• Benefits: (details omitted per extraction rules)