Product-Led Support Specialist

Do you have a passion for building delightful customer experiences and creating scalable support systems from the ground up Are you energized by hands-on problem solving while also defining how support should operate at scale
We are assembling a brand-new support team for a brand-new product and were looking for mission-driven builders who love small businessespeople who take initiative move fast wear many hats and want to make an outsized impact on a startup-stage product. Were looking for strong individual contributors with leadership instinctspeople who can both resolve customer issues and help design the support model KPIs and operating rhythm that will power a product-led growth motion.

Why Us
Youll join a small high-impact team at the start of a new products journeysurrounded by smart innovative caring colleagues who value experimentation data-driven decisions and operational excellence. If you want to influence how support works shape best practices and deliver a great customer experience at scale this is the place.

What do we deliver
Our new cloud-based product helps early-stage growth companies manage core business workflows with an emphasis on simplicity affordability speed and AI assistance.

Qualifications and Skills:
Advanced Englishclear concise and empathetic communication (written and verbal)
Background or practical experience in small business operations accounting/finance basics or SaaS support
Proficient in troubleshooting issues related to invoicing expenses payments reporting and other basic business operations
Strong analytical and problem-solving skills; able to break down ambiguous problems and propose scalable solutions
Familiarity with product-led growth support models (self-service inapp guidance knowledge bases community automation)
Experience defining or using support KPIs (e.g. deflection rate time to first response resolution time CSAT contact rate per active user)
Bias for action and experimentation; ability to iterate and learn quickly in a dynamic environment
Demonstrated ability to document processes write clear help content and contribute to playbooks
Nice to have: hands on experience with core business processes and accounting concepts (AP/AR bank feeds reconciliation) ticketing systems and product analytics

We offer:
The opportunity to define and shape the support model tooling and practices for a brand-new product
Expect ample career opportunities and mentorship including leadership paths and room to grow as the product and team scale
Competitive compensation and benefits
A collaborative culture with approachable leadership and recognition for impact
Flexible work arrangements subject to local policy and role requirements

Responsibilities:
Frontline support excellence
Co-design the build-to-scale support operating model suited for product-led growth minimizing 1:1 interactions where possible
Create and maintain self-service assets (knowledge base articles troubleshooting guides inapp tips macros)
Triage and resolve user-reported issues related to core product workflows (e.g. invoicing expenses payments)
Communicate resolutions clearly and empathetically; ensure accurate documentation of interactions
Identify and escalate product defects or high-impact trends with crisp reproduction steps
Partner with product and engineering to drive proactive approach through product improvements design decisions and guidance
Define track and report KPIs and objectives (e.g. contact rate time to resolution deflection % CSAT quality). Drive data-driven decisions and culture heavily emphasizing metrics insights and continuous improvement
Analyze tickets to identify root causes automation opportunities and process gaps; collaborate with product and other teams to implement improvements that not only solve one ticket but minimize or eliminate related tickets in the future
Drive support playbooks runbooks and SOPs; ensure they remain current and effective
Lead cross-functional teams with influence as an individual contributor
Act as a voice of the customer to product design and engineering; influence roadmap via data and insights
Collaborate on incident response and postmortems; help establish standards for reliability and communications
Mentor peers on best practices in scalable product-led support
This role is ideal for someone who not only enjoys hands-on support work but also is passionate about the support model itself. This person is driven to architect and continuously improve efficient high-quality support experiences that scale as the product scales

Career Level - IC4