[Hiring] Product Support Analyst @PureCars

Role Description

The Product Support Analyst will report to the Senior Product Support Manager.

Product Support Analyst - What You’ll Do:

• Work on our product team, spending about half of your time triaging and analyzing support requests from internal teams, and providing second-level product support to the customer support team.
• Work cross-functionally with our product, engineering, operational and customer support teams to decide which problems we solve for our customers and how we prioritize them.
• Develop reports to monitor the flow of diagnostic information across the organization in order to highlight trends which could have downstream impact to our customers and teams.
• Use internal AI tool to understand how internal systems are supposed to behave through its access to the PureCars code repository.
• Develop/maintain reports that are used by our internal teams to provide our customers with information about how our products are performing for them.
• Prioritize and rank the impact of incoming customer issues to help better our escalation processes.
• Relay insights from the product and engineering teams back to the customer support team so that everyone is on the same page including creating knowledge-base articles to spread learning throughout the organization.
• Coach our customer support team on new product features and their technical details and ensure that our documentation is up to date.

Qualifications

• 1-3 years of experience providing customer support for a SaaS product.
• Strong negotiation and communication skills.
• Confident in balancing empathy for the customer with big-picture priorities for the business.
• Ability to work cross-functionally and build alignment.
• Technically curious individual who strives to become a product expert wherever you go.
• Experience working directly with product and engineering team members.
• Excellent written and verbal communication, ability to synthesize complex information into simple messages.
• Ability to prioritize and execute tasks efficiently.
• Extensive track record of solving complex problems, both externally for customers and internally within a business.
• Deep familiarity with agile frameworks.
• Excel or Google Sheets experience: ability to create pivot tables, V-lookups, regex and imports.

Requirements

• Digital marketing and/or digital advertising experience.
• Google Analytics and/or Google Tag Manager knowledge.
• SQL knowledge.
• Experience using Jira and Confluence and Google Sheets.
• Experience using Claude or similar AI tools.

Benefits

• Strong base salary coupled with an uncapped commission structure.
• Company 401(k) matching with vesting schedule.
• Company provided laptop.
• Open PTO policy - take the time you need to travel and relax.
• Continuous company product and skillset education.
• Fun, collaborative team that you will get to partner with across the nation!