Product Support Specialist

Amplemarket

2d•Remote

About The Position

Amplemarket is seeking a Product Support Specialist to serve as the primary point of contact for customers, addressing technical and product-related inquiries. The Support Team aims to set a high industry standard for customer experience, recognizing its crucial role in brand growth. This role involves collaborating with customers, spearheading new ideas, and contributing to scalable processes. The specialist will handle customer communications via email, chat, and video calls, troubleshoot product workflows, and work closely with Product, Engineering, and Customer Success teams to report issues, share insights, and prioritize improvements. Responsibilities also include optimizing support processes, creating internal playbooks and customer-facing documentation, identifying trends to proactively reduce tickets, and becoming an expert in the product to explain features clearly. Additionally, the role involves supporting new feature rollouts through testing and documentation updates.

Requirements

Hands-on experience in a customer-facing or support capacity (for example: 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, take ownership of resolution, and escalate when necessary.
Naturally take initiative, enjoy solving problems, and follow through until customers are fully satisfied.
Write and communicate clearly, adapting your tone to varied audiences.
Thrive in fast-paced and collaborative environments, and eager to learn and grow with a high-growth SaaS company.
Located in LATAM or the US and can comfortably work within US time zones.

Nice To Haves

Prior experience working remotely with distributed teams.
Familiarity or subject-matter expertise within the sales enablement or B2B SaaS domain.

Responsibilities

Be the main point of contact for our users, communicating through email, chat, and occasional video calls to resolve technical and product-related questions.
Troubleshoot and guide customers through product workflows, ensuring they can get the most value out of our platform.
Collaborate with Product, Engineering, and Customer Success teams by reporting recurring issues, sharing customer insights, and helping prioritize improvements.
Contribute to building and optimizing support processes, internal playbooks, and customer-facing documentation to make troubleshooting more efficient.
Identify trends in customer queries and suggest proactive solutions to reduce incoming tickets and improve user experience.
Learn deeply about our product, becoming confident in explaining complex features in accessible, customer-friendly language.
Support the rollout of new features by reviewing release notes, testing, and preparing communication or documentation updates.