Product Support Specialist
at AI-native marketing, support, and chatbots suite
š§ What Youāll Do
- Engage with customers via live chat and email, helping them troubleshoot issues, complete onboarding, and succeed with the product.
- Interact with e-commerce business owners globally, understand their workflows, and guide them in using the product effectively.
- Watch user session videos to identify product adoption roadblocks and suggest UI/UX improvements to the product team.
- Categorize and escalate technical issues or product requests to the relevant internal teams (Product, Engineering).
- Maintain clear communication logs and support documentation.
- Be a voice of the customer, advocating for their success and experience.
š What Makes You a Great Fit
- You genuinely enjoy helping people and want to see them succeed.
- You treat support like a Michelin-star service experience, focused on precision, warmth, and follow-through.
- Youāre curious, empathetic, and a strong communicator ā especially in writing.
- You're comfortable engaging with people from diverse cultural and business backgrounds.
- You donāt mind watching session recordings to spot friction points ā and suggesting improvements.
š Nice-to-Have Skills (Not Mandatory)
- Basic working knowledge of SQL, JavaScript, Postman, or web debugging/analytics tools.
- Prior experience in a SaaS startup, especially in a support, CX, or success role.
Shubham Vishwakarma
Full Stack Developer - Averlon
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Full Stack Developer - Averlon