Product Support Specialist

Freed•San Francisco, CA

4d•Hybrid

About The Position

We're looking for an empathetic, product-savvy Product Support Specialist to help clinicians not just use Freed — but succeed with it. This role blends frontline support with strategic impact: you'll manage day-to-day clinician interactions while owning independent, high-impact projects that shape how Freed serves its users. As part of the Product team, you'll collaborate closely with Product Managers, Engineers, and Designers — representing the voice of the clinician and ensuring their feedback directly informs our product roadmap. You'll use tools like Intercom and Freed's internal AI Agent to deliver fast, thoughtful support across chat, email, and video.

Requirements

Experience in customer support, customer success, or technical support at a high-growth SaaS or AI startup
Excellent written and verbal communication skills
Strong product intuition and the confidence to propose and drive improvements independently
Experience with Intercom or similar CRM/support tools
Comfort working with AI-powered tools and workflows
Ability to multitask and thrive in a fast-paced, flat organization — including speaking directly with senior leadership

Nice To Haves

Experience supporting clinicians or healthcare professionals
Familiarity with healthcare software or EHR systems
Previous experience working with a product org

Responsibilities

Support clinicians across chat, email, and live video — helping them understand and succeed with Freed's AI tools.
Identify and own projects that improve clinician experience and product education at scale.
Represent the voice of the customer within the product org, surfacing insights that directly influence roadmap and design decisions.
Leverage Freed's AI Agent and Intercom to deliver fast, thoughtful, high-quality support.
Create and refine help content, FAQs, and in-product education resources that scale your impact beyond 1:1 interactions.