Customer Success – Product Support Specialist
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Job Description
Customer success specialist supporting an AI-powered beauty market intelligence platform. Providing B2B SaaS onboarding, troubleshooting, training, and customer request coordination.
Responsibilities:
- Provide Tier 1 customer and product support through email and in-app chat
- Guide customers through dashboards, analytics, reports, data refreshes, exports, account settings, and other platform features
- Conduct virtual customer onboarding and product training through Zoom or Google Meet
- Gather, clarify, and document customer requirements, feedback, and product enhancement requests
- Communicate with U.S.-based business customers, including senior management and executive-level stakeholders
- Perform basic troubleshooting of application and platform-related issues
- Create, update, prioritize, and monitor customer support tickets
- Identify issues requiring advanced technical assistance and coordinate escalations with U.S. and Korea-based teams
- Collaborate with internal teams through Slack, Jira, or Linear
- Maintain ownership of customer cases through resolution and provide timely status updates
- Follow product support procedures and escalation guidelines while helping improve support processes
Requirements:
- At least 3 years of relevant experience in customer-facing product support, technical support, or customer success
- Direct experience supporting B2B Software-as-a-Service (SaaS) products
- Excellent spoken and written English communication skills
- Demonstrated experience supporting SaaS applications
- Strong listening, analytical, and problem-solving skills
- Ability to understand complex customer requests and accurately document requirements
- Ability to communicate technical information clearly to nontechnical users
- Ability to coordinate effectively with internal technical or product teams
- Comfortable conducting live customer-facing product walkthroughs, virtual onboarding sessions, and user training after receiving platform-specific training
- Good organizational skills and attention to detail
- Basic IT/helpdesk or application troubleshooting knowledge
- Willingness and ability to work U.S. Eastern Time business hours and follow the client's U.S. holiday calendar
- Experience supporting U.S. B2B SaaS customers strongly preferred
- Familiarity with Zendesk, Intercom, Jira, Linear, and Slack
- Experience supporting analytics, reporting, business intelligence, marketing technology, or other data-driven SaaS platforms
Benefits:
- Work From Home
- U.S. holidays based on the client's holiday calendar
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