Product Support Specialist

Relocity

11d•$65,000 - $80,000•Remote

About The Position

The Product Support Specialist serves as the first line of support for Relocity's platform, helping internal teams, clients, and partners troubleshoot issues, navigate the product, and deliver an exceptional customer experience. This role sits at the intersection of customer support and product operations. You will spend the majority of your time managing incoming support requests, troubleshooting issues, coordinating across teams, and ensuring customers receive timely and thoughtful resolutions. You will also develop a deep understanding of Relocity's web and mobile applications so you can confidently answer questions, reproduce issues, and validate solutions. This is a customer-facing role for someone who takes ownership, communicates effectively, and enjoys solving problems. You don't need to be an engineer, but you should be comfortable learning new technology, investigating issues, and knowing when to escalate concerns to the appropriate team.

Requirements

3+ years of experience in technical product support, SaaS support, customer support, customer success, or a related customer-facing role
Experience supporting software products, web applications, or mobile applications
Exceptional written and verbal communication skills
Strong organizational skills and attention to detail
Ability to manage multiple priorities while maintaining a high level of quality and responsiveness
Demonstrated problem-solving and critical thinking skills
Experience investigating issues, troubleshooting customer concerns, and communicating solutions clearly
Ability to work independently while collaborating effectively across teams
Comfort learning new technologies, systems, and workflows
Familiarity with ticketing platforms such as Intercom, Zendesk, Jira, or similar tools

Nice To Haves

Experience supporting SaaS products or software platforms
Experience working with mobile and web applications
Experience creating Knowledge Base articles, support documentation, or user guides
Experience working in a startup or fast-paced technology environment
Familiarity with customer support metrics, SLAs, and ticket management best practices

Responsibilities

Manage incoming support requests through Intercom and other support channels
Respond to internal employees, clients, and partners with professionalism, empathy, and urgency
Investigate issues, gather information, and identify potential root causes
Reproduce reported issues and document findings clearly
Escalate issues to Product, Engineering, or Operations teams with appropriate context and supporting details
Monitor ticket progress and proactively follow through to resolution
Maintain accurate ticket categorization, documentation, and status updates
Ensure customers receive timely responses and regular communication throughout the resolution process
Identify recurring issues, trends, and opportunities for improvement
Develop a strong understanding of Relocity's web and mobile applications
Navigate the platform confidently to support users and troubleshoot issues
Reproduce reported issues and help validate fixes
Participate in feature reviews and provide feedback from a user perspective
Collaborate with Product and Engineering teams to improve the customer experience
Support product adoption by helping users understand platform functionality and best practices
Contribute to the creation and maintenance of Knowledge Base documentation
Identify opportunities to improve support processes and workflows
Document recurring customer feedback and feature requests
Assist with support reporting and trend analysis
Participate in daily team standups and cross-functional collaboration
Support special projects that improve customer experience and operational efficiency