Product Support Specialist

Aleph

109d • Remote

About The Position

Aleph is searching for a highly motivated Product Support Specialist to be our first dedicated support hire. This role is critical in building a docs-first support engine that blends excellent human support with crisp, scalable documentation. You’ll own the day-to-day queue in Pylon, improve our knowledge base, and create a durable self-serve experience for both customers and internal teams.
This is a unique opportunity to lay the foundations of Aleph’s customer support function. You will reduce handle time, increase ticket deflection, and set the bar for how Aleph supports its users at scale.

Requirements

• 2+ years of experience in customer support or customer service.
• Support excellence & empathy — calm, clear, solution-oriented; knows when to dig in and when to escalate.
• Strong technical writing skills — concise, structured, and example-driven; comfortable building and maintaining a knowledge base.
• Systems thinker — can design scalable workflows, taxonomies, and macros, and maintain them as they evolve.
• Strong communicator — excellent customer-facing tone; crisp async documentation for internal teams.
• Ownership mentality — proactive, ships daily, closes loops, and treats support systems like products.

Nice To Haves

• 1+ year in a high-growth startup environment.
• AI-nativeness — uses LLMs to draft, QA, summarize, classify, and propose improvements.
• Exposure to B2B SaaS and/or Finance/FP&A concepts.
• Comfort with lightweight tooling for knowledge bases (markdown, screenshots, Looms/gifs).

Responsibilities

• Run the support queue in Pylon: triage, reply, resolve, escalate, and close the loop — while maintaining tagging hygiene and SLAs.
• Build and maintain the knowledge base: act as editor-in-chief of the user guide by planning information architecture, writing crisp how-to articles, and recording short clips/gifs.
• Turn tickets into insights: create structured feedback loops for Product/Engineering, file reproducible issues, and help close the loop with customers.
• Measure and report: publish key operating metrics (FRT, TTR, CSAT, deflection, coverage, quality) and recommend monthly experiments to improve.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees