Product Specialist

Job Description

We’re looking for smart, driven, and customer-obsessed professionals to join our Customer Support team.

In this role, you will act as a trusted technical partner to our customers - owning issue resolution end-to-end and delivering an exceptional customer experience. You will provide dedicated, omnichannel support to high-value customers and leading brands, ensuring timely resolutions and strong customer satisfaction.

This is a high-ownership role that requires technical curiosity, empathy, structured problem-solving, and the ability to collaborate cross-functionally.

Responsibilities:

• Take complete ownership of customer-reported issues and drive resolution within defined SLAs.
• Diagnose and troubleshoot technical problems, identify root causes, and implement effective solutions or workarounds.
• Act as the voice of the customer while collaborating with internal Engineering, Product, and other cross-functional teams.
• Escalate complex issues following defined processes and ensure transparent communication throughout the lifecycle.
• Provide prompt, accurate, and actionable updates to customers across channels (email, chat, calls, etc.).
• Create and maintain documentation, including FAQs and knowledge base articles.
• Maintain accurate records of customer interactions, ensuring proper tracking and closure of all issues.
• Support high-MRR customers and reputed global brands, delivering a premium support experience.