Customer Support & Product Specialist
HireBoost is looking for a Customer Support & Product Specialist to join a fast-growing technology company. You will be the first point of contact for customers, helping them via live chat, while also creating helpful guides and resources to prevent future questions. It’s a great fit for a proactive problem-solver who enjoys both helping people and improving processes. The salary range is $2,500 - $2,900 USD per month.
Customer Support & Product Specialist
Employer: HireBoost (on behalf of a B2B SaaS company)
Location: 100% Remote
Salary: $2,500 - $2,900 USD per month
Schedule: Full time
Type: Remote
Description
This company builds commission tracking and revenue collaboration tools for sales teams, trusted by industry leaders like Cursor, LaunchDarkly, and Zapier. As a Customer Support & Product Specialist, you will handle customer inquiries through Intercom, ensuring every response is fast, clear, and empathetic. Beyond reactive support, you will take ownership of self-serve resources, including help center articles, onboarding guides, and AI support bot content.
You will spot recurring issues, fix documentation gaps, and collaborate with Product and Engineering teams to improve the customer experience at scale. The role blends direct customer interaction with proactive content creation, directly reducing support volume and helping users succeed independently.
Benefits:
1. Competitive monthly salary of $2,500 - $2,900 USD.
2. Fully remote work setup.
Responsibilities:
1. Respond to customer inquiries via Intercom in a timely and empathetic manner, maintaining high CSAT scores.
2. Troubleshoot product issues, escalating bugs and edge cases to internal teams.
3. Create and maintain self-serve resources, including AI bot content, help center articles, FAQs, onboarding guides, and release notes.
4. Identify recurring support themes and proactively fill documentation gaps to prevent future tickets.
5. Partner with Product, Engineering, and Customer Success teams to share customer feedback and improve workflows.
6. Track and report on support volume trends, resolution times, and the performance of self-serve content.
7. Use AI tools thoughtfully to reduce manual work and improve efficiency in routine support tasks.
Requirements:
1. 2+ years of experience in a customer support or customer success role, preferably in a B2B SaaS environment.
2. Strong written communication skills, clear, warm, and efficient across every interaction.
3. Experience with Intercom or similar support tools (e.g., Zendesk, Front).
4. Comfortable writing user-facing documentation, including help articles and guides.
5. A systematic thinker who spots patterns and builds scalable, self-serve solutions.
6. Strong organization and time management skills to balance reactive support with proactive content work.
Required skills
· Intercom (or equivalent support tool)
· Technical curiosity (a bonus, especially with APIs or developer tools)
· Content creation (help articles, guides, FAQs)
· Collaboration with cross-functional teams
· Analytics/reporting on support metrics
Why Apply
· The role is a hybrid between support and content strategy, giving you the chance to work on visible, high-impact projects.
· You’ll work with a team that values curiosity and empathy, and you’ll gain exposure to revenue operations, a niche and in-demand skill area.
· The position offers the opportunity to work with AI tools to improve efficiency, which can be a valuable skill to develop.
Before You Apply
· Make sure your CV clearly highlights your experience with support tools like Intercom, Zendesk, or Front.
· Emphasize any examples of documentation you’ve written (help articles, guides, or FAQs).
· If you have experience with compensation workflows, revenue operations, or CRM tools like Salesforce, be sure to mention it—it’s listed as a bonus.
