Product Support Specialist

Tekmetric

8d•Hybrid

About The Position

Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better. Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably. Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. But we’re not just building software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time. Come build with us. Join the journey. Shape the future of auto repair. At Tekmetric, we’re building a culture where winning matters - not for ego, but because when our customers win, we win together. We move fast, stay curious, and take full ownership of our results — no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you’ll feel right at home here. We’re direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager’s). This is a place for builders, not bystanders. Success here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and real results, it’s deeply rewarding. You’ll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you’ll thrive. If that energizes you, we can’t wait to meet you. At Tekmetric, great work happens anywhere, but great teams are built through intentional connection. We offer hybrid and remote work models based on your proximity to our office hubs. Because we value in-person collaboration, travel is an expected part of every role. We come together several times a year for team and company-wide offsites to align on goals and strengthen relationships. Attendance at these events is expected and fully supported. If you are local to Houston, TX this role has a 3 day per week onsite requirement in our Houston office (Tuesday-Thursday 8am-5pm CST).

Requirements

A minimum of 1 year of experience in a customer-facing role across any industry (e.g., SaaS, hospitality, retail, or service environments)
Demonstrates high empathy and energy, with a naturally outgoing, customer-centric (hospitality-driven) personality
Technically curious and forward-thinking, with strong organization and excellent verbal and written communication skills
Familiarity with basic financial and accounting concepts, with a general business mindset
Strong empathy for customers AND passion for growth
Great interpersonal skills with a problem-solver mentality
A high level of energy, drive, enthusiasm, initiative, commitment, integrity and professionalism
A strong aptitude for quickly building rapport with customers
A self-starter attitude with solid organizational skills and attention to detail
Demonstrated ability to quickly learn and navigate new software and tools
Background in team sports, college athletics, or other high-performance team settings is a plus
You balance independent work with a strong presence during in-person collaboration days

Responsibilities

Tackle customer questions head-on with curiosity and enthusiasm — whether it’s over phone, chat, or email — by quickly identifying issues and guiding customers toward effective, satisfying solutions.
Bring energy and empathy to every interaction, making customers feel heard, valued, and genuinely supported — no matter how complex the challenge.
Embrace transparency when helping customers navigate product issues by clearly explaining what’s happening and what to expect next.
Serve as the customer’s voice internally by documenting bugs and collaborating with our development team to advocate for timely fixes and product improvements.
Keep records sharp and accurate by updating tickets, account details, and communication logs with care.
Stay sharp on product features, industry trends, and customer service best practices — and bring that knowledge into every conversation.
Invite feedback from customers with confidence and curiosity, helping us constantly level up our service and product experience.
Consistently meet or exceed performance goals that help us deliver best-in-class support.
Jump in to support teammates when needed — we grow stronger together.
This is an exciting and rewarding role for anyone that wants to develop or even kick-start their career in customer success! There are many opportunities for career development and progression.

Benefits

Remote work
Competitive base salaries
Generous Paid Time Off
Paid maternity leave
Paid parental bonding leave
Paid medical leave
Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage
Free, confidential counseling through BetterHelp
401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%
Flexible Spending Accounts (FSA)
Health Savings Accounts (HSA)
Life and Accidental Death & Dismemberment (AD&D) Insurance
Up to $60/month toward fitness, mental health, or other wellness activities
$300 home office setup bonus after one year of employment
Support for continuing education