Product Support Specialist

Ascend • San Francisco, CA

2d

About The Position

Ascend is seeking a driven and detail-oriented Product Support Specialist to collaborate with customers and internal teams to triage and resolve issues, ultimately fueling customer success. This role involves interacting with customers via email and chat, educating them on product usage, and working cross-functionally with Operations, Product, Engineering, and Customer Success teams to identify and solve complex problems. The specialist will also contribute to building a world-class Product Support team and improving support systems.

Requirements

• Strong written and verbal communication skills.
• Ability to quickly understand complex (and sometimes dense) subject matter.
• Great attention to detail.

Nice To Haves

• A background in insurance, financial services, or insurtech/fintech.
• Prior experience building support systems at early-stage companies.
• Comfortable with the ambiguity and pace of an early-stage startup.
• Experience working in Retool, Slack, Notion, Front, and Linear.

Responsibilities

• Interact with customers over email, helping them resolve issues and educating them on how to better use the product.
• Ensure a top-notch customer experience.
• Continue product education, pushing further into the capabilities of the product and our customers’ use cases.
• Work closely with Operations, Product, Engineering, and Customer Success teams to identify and solution complex issues.
• Cover the chat support channel, where speed and accuracy are key.
• Contribute to the support system, offering expertise and guidance to help build a world-class Product Support team.

Benefits

• Equal opportunity employment
• Embrace diversity within our organization

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed