Customer Support & Product Specialist
$30,000–$34,800 year
RemoteColombia
Job Summary
Respond to customer inquiries via Intercom with speed and empathy while building self-serve resources like Fin, our AI support bot, help center articles, onboarding guides, and release notes. Troubleshoot product issues, escalate bugs to internal teams, and identify recurring support themes to proactively address documentation gaps. Partner with Product, Engineering, and Customer Success to surface feedback and improve workflows, tracking support volume trends and content performance. Thoughtfully use AI tools to reduce manual work and improve efficiency in routine tasks. This role sits at the intersection of reactive support and proactive content creation, directly reducing support volume and improving the customer experience at scale.
Required Qualifications
- 2+ years of experience in a customer support or customer success role
- 2+ years of experience in a customer support or customer success role, ideally at a B2B SaaS company
- Strong written communication skills: clear, warm, and efficient across every customer interaction
- Experience with Intercom or similar support tools (Zendesk, Front, etc.)
- Comfort writing user-facing documentation: help articles, onboarding guides, and FAQs
- A systematic thinker who can spot patterns and build scalable, self-serve solutions
- Strong organization and time management, with the ability to balance reactive support with proactive content work
Desired Qualifications
- Technical curiosity and comfort navigating API documentation or developer-facing tools
- Background in compensation, commissions workflows, or revenue operations
- Experience creating video walkthroughs or screen recordings (e.g., Loom)
- Familiarity with Salesforce, HubSpot, or other CRM solutions
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.