Product Support Specialist

About the role

We are seeking a Product Support Specialist to act as the bridge between Dwell subscribers and our engineering team. In this role, you will report to the director of revenue products. In this hybrid role, you will spend part of your time leading high-touch customer support and relationship management, and the other part translating those frontline insights into the product roadmap.

What you'll do

• Customer Service & Advocacy
• Customer Support Response Management: Handle approximately 200 customer support tickets per week for Dwell brand subscribers
• Payment and Account Administration: Utilize Stripe platform to resolve customer access issues, update user email addresses and payment methods
• Issue Analysis and Reporting: Create reports documenting common customer support issues in Google Docs/Sheets format to enable product teams to prioritize system…

What you need

• 3–6 yrs of experience
• JIRA
• Zendesk
• Salesforce
• Troubleshooting
• Roadmapping
• B.Tech or B.E. or B.Sc or BCA or BBA

Good to have

• SQL