Product Support Specialist
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Job Description
Product Support Specialist supporting users of Amplemarket’s AI-powered B2B sales platform. Troubleshooting workflows, improving support processes, and partnering with Product, Engineering, and Customer Success.
Responsibilities:
- Serve as the main point of contact for users through email, chat, and occasional video calls
- Resolve technical and product-related questions
- Troubleshoot and guide customers through product workflows to maximize platform value
- Collaborate with Product, Engineering, and Customer Success by reporting recurring issues, sharing customer insights, and helping prioritize improvements
- Build and optimize support processes, internal playbooks, and customer-facing documentation
- Identify trends in customer queries and suggest proactive solutions to reduce incoming tickets and improve user experience
- Develop deep product knowledge and explain complex features in accessible, customer-friendly language
- Support new feature rollouts through release-note review, testing, and communication or documentation updates
Requirements:
- Hands-on experience in a customer-facing or support capacity, such as Customer Support Representative, Technical Support Specialist, or Customer Success Associate
- Comfortable using customer communication tools such as ticketing systems, CRM applications, or remote support tools (Zendesk, HubSpot, Pylon, or similar)
- Ability to investigate and troubleshoot product or technical issues, own resolution, and escalate when necessary
- Initiative, problem-solving ability, and follow-through until customers are fully satisfied
- Clear written and verbal communication, adapting tone to varied audiences
- Ability to thrive in fast-paced, collaborative environments and willingness to learn and grow with a high-growth SaaS company
- Located in EMEA and able to work comfortably within EMEA time zones
- Prior experience working remotely with distributed teams (nice to have)
- Familiarity or subject-matter expertise in sales enablement or B2B SaaS (nice to have)
Benefits:
- Nice work environment
- Competitive Salary
- Health Insurance
- Stock Options
- Annual Company Trip in a secret location
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