Product-Led Support Specialist
Do you have a passion for building delightful customer experiences and creating scalable support systems from the ground up? Are you energized by hands-on problem solving while also defining how support should operate at scale?
We are assembling a brand-new support team for a brand-new product and we’re looking for mission-driven builders who love small businesses—people who take initiative, move fast, wear many hats, and want to make an outsized impact on a startup-stage product. We’re looking for strong individual contributors with leadership instincts—people who can both resolve customer issues and help design the support model, KPIs, and operating rhythm that will power a product-led growth motion.
Why Us?
You’ll join a small, high-impact team at the start of a new product’s journey—surrounded by smart, innovative, caring colleagues who value experimentation, data-driven decisions, and operational excellence. If you want to influence how support works, shape best practices, and deliver a great customer experience at scale, this is the place.
What do we deliver?
Our new cloud-based product helps early-stage growth companies manage core business workflows with an emphasis on simplicity, affordability, speed and AI assistance.
Qualifications and Skills:
• Advanced English—clear, concise, and empathetic communication (written and verbal)
• Background or practical experience in small business operations, accounting/finance basics, or SaaS support
• Proficient in troubleshooting issues related to invoicing, expenses, payments, reporting and other basic business operations
• Strong analytical and problem-solving skills; able to break down ambiguous problems and propose scalable solutions
• Familiarity with product-led growth support models (self-service, in‑app guidance, knowledge bases, community, automation)
• Experience defining or using support KPIs (e.g., deflection rate, time to first response, resolution time, CSAT, contact rate per active user)
• Bias for action and experimentation; ability to iterate and learn quickly in a dynamic environment
• Demonstrated ability to document processes, write clear help content, and contribute to playbooks
• Nice to have: hands on experience with core business processes and accounting concepts (AP/AR, bank feeds, reconciliation), ticketing systems, and product analytics
We offer:
• The opportunity to define and shape the support model, tooling, and practices for a brand-new product
• Expect ample career opportunities and mentorship, including leadership paths and room to grow as the product and team scale
• Competitive compensation and benefits
• A collaborative culture with approachable leadership and recognition for impact
• Flexible work arrangements subject to local policy and role requirements
Responsibilities:
• Frontline support excellence
• Co-design the build-to-scale support operating model suited for product-led growth, minimizing 1:1 interactions where possible
• Create and maintain self-service assets (knowledge base articles, troubleshooting guides, in‑app tips, macros)
• Triage and resolve user-reported issues related to core product workflows (e.g., invoicing, expenses, payments)
• Communicate resolutions clearly and empathetically; ensure accurate documentation of interactions
• Identify and escalate product defects or high-impact trends with crisp reproduction steps
• Partner with product and engineering to drive proactive approach through product improvements, design decisions and guidance
• Define, track, and report KPIs and objectives (e.g., contact rate, time to resolution, deflection %, CSAT, quality). Drive data-driven decisions and culture heavily emphasizing metrics, insights, and continuous improvement
• Analyze tickets to identify root causes, automation opportunities, and process gaps; collaborate with product and other teams to implement improvements that not only solve one ticket, but minimize or eliminate related tickets in the future
• Drive support playbooks, runbooks, and SOPs; ensure they remain current and effective
• Lead cross-functional teams with influence as an individual contributor
• Act as a voice of the customer to product, design, and engineering; influence roadmap via data and insights
• Collaborate on incident response and postmortems; help establish standards for reliability and communications
• Mentor peers on best practices in scalable, product-led support
• This role is ideal for someone who not only enjoys hands-on support work, but also is passionate about the support model itself. This person is driven to architect and continuously improve efficient, high-quality support experiences that scale as the product scales
Career Level - IC4