What are the responsibilities and job description for the Product Support Specialist position at Cassidy?
Product Support Specialist
New York City · Full-time · In-office
About Cassidy
Cassidy is an AI automation platform that helps companies turn complex, manual workflows into fast, reliable automations. We work with leading companies to automate everything from RFP responses to CRM hygiene to internal support. We’re backed by top investors and growing fast.
About the Role
We’re looking for a Product Support Specialist to help our customers succeed with Cassidy. You’ll be the front line for support, working directly with users to troubleshoot issues, resolve bugs, and make sure they’re getting value from the platform. You’ll also play a critical role in improving our help resources and feeding customer feedback into the product team.
What You’ll Do
- Respond to customer questions and issues via email, chat, and video calls
- Triage and escalate bugs, product gaps, and edge cases to the engineering team
- Work closely with our product and solutions teams to test features and reproduce issues
- Help build and maintain help center content, training materials, and internal documentation
- Identify patterns in support tickets and share insights that improve product quality and user experience
What We’re Looking For
- 1-3 years in a product support, customer success, or technical support role
- Excellent written and verbal communication skills
- Comfortable troubleshooting web apps, browser issues, integrations, and APIs
- Empathetic and customer-obsessed - you love solving problems and helping people
- Bonus: familiarity with automation tools, SaaS platforms, or AI products
Why Cassidy
- Work on the frontier of AI automation with a fast-moving team
- High impact role with visibility across product, engineering, and customer success
- Competitive compensation and benefits
- Office in NYC with great people, cold brew, and whiteboards everywhere