Senior Product Specialist

Overview

In this position, you will communicate directly with customers across multiple channels, troubleshoot product issues, assist CSMs with client needs, and ensure every customer receives an exceptional experience. The ideal candidate is empathetic, resourceful, eager to learn, and comfortable working in a fast-paced, high-volume environment.

What You Will Do

Multi-Channel Client Support

• Communicate with clients primarily via phone and email
• Triage incoming questions and technical issues
• Escalate bugs or complex concerns to appropriate technical teams
• Document tickets and all customer communication using Zendesk, Salesforce, and internal tools

Customer Success Collaboration

• Support Customer Success Managers with active client requests
• Prepare follow-ups, training resources, and communication templates
• Identify and flag customer concerns, feature requests, and trends
• ...