Remote Product Support Specialist

Introduction to the Role

Are you a solutions-driven professional looking for a flexible career that lets you make a measurable difference from anywhere? As a Remote Product Support Specialist, you'll be on the front lines of customer interaction, offering timely resolutions and clear guidance to users navigating digital products. This role is a critical link between customers and internal teams, shaping product experiences and driving user satisfaction. With a focus on clarity, functionality, and quick problem-solving, you'll contribute to continuous product improvement while ensuring users feel supported and heard. Your contributions will help ensure smooth product functionality, happier users, and a stronger reputation for customer-first service.

Key Responsibilities

Daily Customer Interaction

• Address technical and usability inquiries via chat, email, and remote tools.
• Troubleshoot product issues with accuracy and efficiency
• Communicate fixes or workarounds in clear, accessible language

Product Feedback & Testing

• Collect and document user feedback for internal review
• Participate in product testing to identify potential bugs or UI/UX friction
• Coordinate with product managers to align on customer needs

Documentation & Reporting

• Maintain an internal knowledge base with updated support content
• Log support requests and outcomes in CRM and ticketing systems
• Track recurring issues to identify support trends and suggest improvements

Work Environment & Team Culture

This position is entirely remote, empowering you to perform from the location where you thrive. The team operates with a lean and agile mindset that values initiative, effective communication, and user-centered thinking. Daily standups and asynchronous updates keep the team aligned without disrupting your flow. Transparency, ownership, and concise collaboration are at the heart of the work culture.

Tools & Technologies You’ll Use

Core Platforms

• Live chat and email support platforms (e.g., Zendesk, Intercom)
• CRM and support ticketing systems (e.g., HubSpot, Jira)
• Internal communication tools (Slack, Notion)

Technical Resources

• Product dashboards and monitoring tools
• Knowledge base platforms for self-service content
• Screen recording and remote access software for advanced troubleshooting

Key Qualifications

Required Skills & Experience

• Proven experience in technical support or customer service roles
• Excellent verbal and written communication in English
• Strong troubleshooting skills and attention to detail
• Comfortable using SaaS platforms, dashboards, and CRM tools

Preferred Attributes

• Experience working in a remote, asynchronous team environment
• Familiarity with bug reporting tools and product testing workflows
• A proactive mindset focused on customer impact and experience

Performance Expectations

What Success Looks Like

• You respond quickly and clearly to incoming support tickets
• You resolve at least 90% of first-touch issues without escalation
• You flag usability problems that lead to product improvements
• You help reduce overall ticket volume by improving help content

Benefits & Compensation

What You’ll Get

• Annual salary: $71,671
• Flexible working hours within your time zone
• Paid time off, wellness days, and sick leave
• Access to paid tools for professional development
• Performance-based bonuses for efficiency and innovation

Growth & Development

Advancement Opportunities

• Progress into product operations or customer success leadership roles
• Get involved in beta testing new tools or product features
• Contribute to long-term product strategy based on user insights

Who Thrives in This Role

You’ll thrive if you love helping people resolve issues quickly and enjoy explaining tech in simple terms. If you’re organized, comfortable juggling multiple tools, and confident contributing ideas and seeking clarity when needed, this is a great place to grow. You’ll be trusted with autonomy, but never isolated—team support is just a ping away.

Call to Action

Ready to support a product that truly values user experience? Apply now and become a vital part of a fast-moving, globally distributed team. Make an impact where it matters most—by solving real problems for real people, one interaction at a time.