Job Description
LeadStack Inc. is an award winning, one of the nation''''''''s fastest growing, certified minority owned (MBE) staffing services provider of contingent workforce. As a recognized industry leader in contingent workforce solutions and Certified as a Great Place to Work, we''''''''re proud to partner with some of the most admired Fortune 500 brands in the world.
Job Title: Product Support Specialist (W2 only)
Duration: 4+months
Location: Fully Remote
Must have:
Experience working in Fintech, AI, or SaaS startup companies
high-volume product support (pref. Tier 2/escalated).
Shift Expectations: After a few weeks of training (M-F), switch to shifted schedule: Tues-Sat or Sun-Thurs. Availability: 9-6 PST for ramp period, then local time zone.
Position Overview
Join the front lines of safely delivering AI to the world. As a Product Support Specialist, you''''''''ll respond to, investigate, and track user needs to ensure great experiences with cutting-edge AI products.
Key Responsibilities
- Become an expert in all company AI products.
- Handle user support cases in a high-volume environment.
- Communicate clearly and empathetically with diverse user personas.
- Prioritize critically and adapt to an evolving product landscape.
- Partner with engineers, teammates, and stakeholders to diagnose/resolve issues (individual and at scale).
- Suggest improvements for user satisfaction, support processes, efficiency, and reducing contact rates.
Requirements & Ideal Fit
You might be a great fit if you:
- Have 2+ years in high-volume product support (pref. Tier 2/escalated).
- Thrive in fast-paced, reactive situations.
- Excel at user empathy and support case lifecycle (read between lines, speedy resolutions).
- Have crisp, kind written communication and attention to detail.
- Enjoy teaching users about new features/complex concepts.
- Are persistent/curious in bug hunting and scalable fixes.
- Have built support team foundations (essential unglamorous work).
- Are proficient in technical environments with interest in AI products.
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