Product Support Specialist

We’re an AI startup building automated sales and marketing for cash-based medical clinics. Our customers are majority women-owned businesses and rely on us to deliver intelligent, reliable AI experiences that drive revenue and growth and serve their customers. As we grow, we’re looking for a Product Support Specialist to be the first line of problem-solving and customer advocacy, ensuring users succeed and feel supported at every step.

As a Product Support Specialist, you’ll be the go-to person for our customers’ questions, issues, and ideas. You’ll troubleshoot technical problems, coach users on how to get the most out of our platform, and translate customer feedback into insights for the product team. This role is part customer support, part educator, and part detective - ideal for someone who thrives on solving problems, learning quickly, and helping others succeed.

• Field customer requests via chat, email, and video calls - including triaging bugs, answering questions, configuring settings, and advising on best practices.

• Debug issues where possible (e.g., prompt engineering tweaks, reproducing errors, investigating configurations) and escalate with context when engineering support is needed.

• Proactively monitor usage and success, reaching out to customers when you see opportunities to help them get more value.

• Educate customers with 1:1 check-ins, documentation, guides, and short videos that make our product easier to use.

• Own and track issues end-to-end, making sure nothing falls through the cracks.

• Gather and synthesize feedback to help guide product improvements and new features.

• Help shape our support function as we scale - developing processes, tools, and potentially leading others as the team grows.

• 1-3 years of experience in customer support, success, or technical support at a SaaS, AI, or tech company.

• Strong problem-solving skills and ability to break down technical concepts.

• Familiarity with APIs, debugging workflows, and prompt engineering basics (you don’t need to code, but you should be able to reason technically).

• Excellent written and verbal communication - empathetic, clear, and adaptable to different audiences.

• Organized, resourceful, and comfortable juggling many small accounts at once.

• Curiosity and eagerness to learn about AI, product behavior, and customer needs.

• Experience supporting AI/ML products or developer tools.

• Creating educational content (videos, docs, FAQs).

• Working in a startup or high-growth environment.

• Be part of a well-resourced, early team shaping the customer experience at a cutting-edge AI startup.

• Work directly with customers and the product/engineering team - your input will matter.

• Grow into a Customer Success Manager or team lead role as we scale.

• Competitive compensation, benefits, and the opportunity to help build something transformative.