[Hiring] Product Support Specialist @Relocity

Role Description

The Product Support Specialist serves as the first line of support for Relocity's platform, helping internal teams, clients, and partners troubleshoot issues, navigate the product, and deliver an exceptional customer experience. This role sits at the intersection of customer support and product operations.

• Manage incoming support requests through Intercom and other support channels.
• Respond to internal employees, clients, and partners with professionalism, empathy, and urgency.
• Investigate issues, gather information, and identify potential root causes.
• Reproduce reported issues and document findings clearly.
• Escalate issues to Product, Engineering, or Operations teams with appropriate context and supporting details.
• Monitor ticket progress and proactively follow through to resolution.
• Maintain accurate ticket categorization, documentation, and status updates.
• Ensure customers receive timely responses and regular communication throughout the resolution process.
• Identify recurring issues, trends, and opportunities for improvement.

Product Knowledge & Issue Resolution (Approximately 20%):

• Develop a strong understanding of Relocity's web and mobile applications.
• Navigate the platform confidently to support users and troubleshoot issues.
• Reproduce reported issues and help validate fixes.
• Participate in feature reviews and provide feedback from a user perspective.
• Collaborate with Product and Engineering teams to improve the customer experience.
• Support product adoption by helping users understand platform functionality and best practices.

Continuous Improvement:

• Contribute to the creation and maintenance of Knowledge Base documentation.
• Identify opportunities to improve support processes and workflows.
• Document recurring customer feedback and feature requests.
• Assist with support reporting and trend analysis.
• Participate in daily team standups and cross-functional collaboration.
• Support special projects that improve customer experience and operational efficiency.

Qualifications

• 3+ years of experience in technical product support, SaaS support, customer support, customer success, or a related customer-facing role.
• Experience supporting software products, web applications, or mobile applications.
• Exceptional written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities while maintaining a high level of quality and responsiveness.
• Demonstrated problem-solving and critical thinking skills.
• Experience investigating issues, troubleshooting customer concerns, and communicating solutions clearly.
• Ability to work independently while collaborating effectively across teams.
• Comfort learning new technologies, systems, and workflows.
• Familiarity with ticketing platforms such as Intercom, Zendesk, Jira, or similar tools.

Preferred Qualifications

• Experience supporting SaaS products or software platforms.
• Experience working with mobile and web applications.
• Experience creating Knowledge Base articles, support documentation, or user guides.
• Experience working in a startup or fast-paced technology environment.
• Familiarity with customer support metrics, SLAs, and ticket management best practices.

Benefits

• Competitive salary.
• Paid Time Off.
• Health, Dental, Vision, LTD Insurance.
• 401k.
• Remote workplace.

Pay Range

$65,000–$80,000 base salary.

Company Description

Relocity is reimagining the global mobility experience. We enable enterprises to attract, retain, and engage talent globally. Powered by our AI-driven workforce mobility platform, we bring together local experts and insightful content in our native mobile app to deliver an excellent user experience for people on the move. Our core values drive us to focus on our customers, innovation, integrity, and excellence. Relocity serves hundreds of cities in more than 40 markets across the United States, Europe, Asia, and Australia.