Product Support Specialist
$65,000–$80,000 year
RemoteUnited States
Job Summary
Product Support Specialist at Relocity providing first-line, customer-facing support for the platform. Manage incoming support requests through Intercom and other channels, investigate issues, reproduce reported problems, and escalate with context to Product/Engineering. Maintain accurate ticket documentation, monitor progress, and communicate with internal teams, clients, and partners. Develop deep knowledge of Relocity’s web and mobile applications, contribute to knowledge base and product feedback, and collaborate cross-functionally to improve customer experience and support processes. Requires 3+ years in technical product or SaaS support, strong written and verbal communication, and familiarity with common ticketing tools. This role offers a remote-friendly, startup/fast-paced environment and a base salary in the $65k–$80k range.
Required Qualifications
- 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
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