Fully Remote

About the Role

Boardable is searching for a Product Support Specialist with a passion for solving customer challenges, building technical expertise, and nurturing strong customer relationships. This is a full-time position, Monday through Friday, 11:00-8:00 pm or 1:00-10:00 pm EST (hours are still TBD).

You will be the key point of contact for customers needing technical troubleshooting, product training, and general support. This role is ideal for a self-starter who loves critical thinking, solving technical problems, working independently, and is eager to grow their career in the tech industry while making a real impact on a growing business.

Responsibilities

Serve as a support contact, managing communications across support chat, ticketing, email, phone, and video calls.
Become a Boardable product expert to confidently guide customers through training and technical troubleshooting.
Deliver heartfelt, detailed, and effective customer support, ensuring issues are resolved efficiently.
Investigate reported issues using production test environments and available tools (e.g., Jira, logs, reporting centers).
Document and escalate technical bugs, providing thorough reproduction steps and supporting data to the Engineering team.
Research and resolve known issues by diving into Jira tickets, customer logs, and available data resources.
Communicate customer needs and coordinate smooth handoffs across Support, Customer Success, and Sales teams.
Participate in product training sessions for new feature releases and updates.
Gather and share product feedback with Product Management to drive continuous improvements.
Update and improve internal support documentation to maintain relevance and accuracy.
Support cross-functional collaboration with Product, Engineering, QA, Customer Success, Finance, Operations, Sales, and Marketing teams.
Champion customer needs internally by advocating for critical bug fixes and enhancements.

Qualifications

1-2 years of professional experience in customer service and/or technical support.
Excellent verbal and written communication skills.
Strong technical aptitude and the ability to quickly learn new software platforms.
Skilled in customer education, troubleshooting, and conveying technical concepts clearly.
Familiarity with tools like Jira, Hubspot, or similar platforms.
Exceptional organizational and time management skills.
Highly self-motivated and proactive, able to manage and prioritize tasks independently.
Detail-oriented with excellent problem-solving and follow-through abilities.
Passion for supporting customers and building lasting relationships throughout the customer lifecycle.
Thrive in a fast-paced environment while juggling multiple conversations and tickets with a focus on excellence.
Experience in SaaS is highly preferred.
Experience working with nonprofits or boards is a plus.

Boardable jobs

Product Support Specialist