Product Support Specialist

HowGood•Stone Ridge, NY

3d•$50,000 - $60,000

About The Position

HowGood is a mission-driven, product-led organization scaling its B2B SaaS platform, PCF & Scope 3 platform, Latis. They enable Brands, Suppliers & Retailers to map their complex supply chains, connecting thousands of companies to collectively decarbonize the food industry. The team is looking for a Product Support Specialist to own the full support experience for their growing SupplierConnect user base, from first contact through resolution, and to help keep internal product operations moving day to day. This role acts as the product owner of the support queue, ensuring users receive fast, informative answers and that internal teams are not delayed by routine product administration. The role primarily utilizes Intercom, the in-app support platform, handling both Tier 1 and Tier 2 conversations from start to finish. A portion of the time will be dedicated to assisting internal teams with account and data unblocks. The ideal candidate is proficient in handling both initial inquiries and complex technical escalations, and comfortable maintaining accurate account records across internal systems. The specialist will also maintain a direct communication channel with product teams, using pattern recognition and analysis of the ticket queue to identify recurring issues, present them to Product with supporting data, and drive improvements in support metrics. This role directly contributes to standardizing support processes, enhancing operational efficiency, and achieving measurable gains in CSAT and resolution metrics, with direct visibility into user trends and product feedback for the Product development teams. Given the support volume, the specialist is responsible for configuring and maintaining automations and AI-driven workflows within Intercom to enable a hyper-lean support team to keep pace. Key responsibilities include using and tuning the platform's built-in tools (AI-assisted triage, automations & workflows) to achieve measurable results, with a strong emphasis on judgment to determine when automated responses are sufficient versus when direct human intervention is required.

Requirements

2+ years in customer or technical support, with experience owning both first-line and escalated (Tier 2) issues directly
Comfort configuring and tuning AI-driven automations within a support platform
Experience with a support platform like Intercom or Zendesk (Intercom a plus)
Clear, friendly written communication; able to explain technical issues simply
Sound judgment on what to solve directly versus escalate
Organized and detail-oriented, with discipline for repetitive admin work

Nice To Haves

Familiarity with sustainability, ESG, or supply chain data

Responsibilities

Own the full support queue end to end, from first response through Tier 1 and Tier 2
Triage by type and urgency, resolving directly or escalating to product/engineering as warranted
Maintain saved replies, workflows & automations, and help center content to speed up resolution of common issues
Surface recurring issues and pain points to Product and keep SLA metrics healthy
Configure and maintain Intercom's AI-driven automations, including pattern recognition, auto-triage, and response suggestions, to keep pace with ticket volume
Own internal triage for product admin requests, like account setup/configuration and permissions
Timely relay updates to marketing ops owner for updates to internal documentation (setup guides, FAQs, process docs) as product and process change