[Hiring] Product Support Specialist @Somewhere

Role Description

We are seeking a Product Support Specialist to serve as a critical link between our customers and internal teams. This role goes beyond traditional customer support — you will troubleshoot technical issues, guide customers through product configurations, and collaborate cross-functionally with Product, Engineering, and Customer Success teams. This is an ideal opportunity for someone who combines strong customer communication skills with technical aptitude, and thrives in a fast-paced SaaS environment.

Responsibilities

• Customer Support & Issue Resolution
  • Manage and respond to a queue of support tickets via email, chat, and ticketing platforms (e.g., Zendesk, Intercom)
  • Deliver timely, empathetic, and high-quality support to a diverse customer base
  • Translate complex technical concepts into clear, user-friendly explanations
• Technical Troubleshooting
  • Diagnose and resolve product issues related to platform configuration, integrations, and workflows
  • Troubleshoot CRM integrations and data sync issues (e.g., HubSpot, Salesforce)
  • Assist with API-related inquiries and basic debugging when needed
  • Escalate complex issues to Engineering with clear documentation and context
• Product & Documentation Support
  • Create and maintain help center articles, FAQs, and internal documentation
  • Identify recurring issues and contribute to long-term solutions that reduce support volume
  • Provide feedback to Product teams to help shape future improvements
• Cross-Functional Collaboration
  • Partner closely with Customer Success, Implementation, Product, and Engineering teams
  • Support onboarding and implementation efforts by guiding customers through setup and best practices
  • Act as the voice of the customer internally

Qualifications

• 2–5+ years of experience in a customer-facing support role within a SaaS or tech-enabled company
• Experience using support platforms such as Zendesk, Intercom, or similar
• Strong familiarity with CRM systems such as HubSpot, Salesforce, or equivalent
• Excellent written and verbal English communication skills (professional, client-facing level)
• Proven ability to manage multiple tickets and prioritize effectively in a fast-paced environment

Requirements

• Comfortable troubleshooting technical issues, including integrations and workflows
• Ability to understand APIs, data flows, and basic scripting concepts (no heavy coding required)
• Strong problem-solving mindset with attention to detail

Soft Skills

• Customer-first mindset with a proactive and resourceful approach
• Strong organizational and time management skills
• Ability to work independently in a remote environment while collaborating across teams

Nice-to-Have Qualifications

• Experience working with tools such as Twilio, Zapier, Google Analytics, or similar platforms
• Background in healthcare, senior living, or other regulated industries
• Experience with project management tools like Asana, Trello, or Jira
• Previous experience supporting a global or fully remote team

What Success Looks Like

• Consistently delivering fast, accurate, and high-quality support to customers
• Effectively resolving technical issues with minimal escalation
• Improving customer satisfaction and reducing repeat issues
• Contributing to scalable documentation and internal processes
• Acting as a trusted partner to both customers and internal teams

Benefits

• Work with a high-growth, innovative SaaS company leveraging AI to transform a massive industry
• Fully remote team with strong cross-functional collaboration
• Opportunity to grow into more technical, product, or customer success roles over time
• Make a direct impact on customer experience and product evolution