About the Role
We're seeking experienced Product Support Specialist to provide email- and chat-based technical support for ecommerce merchants using Postscript. You'll help troubleshoot issues, guide customers through features, and ensure every interaction reflects our customer-first value.
The ideal candidate is a strong written communicator who can translate technical concepts into simple, actionable advice for non-technical users. This role reports into Postscript's U.S. Customer Experience organization and collaborates closely with Product, Engineering, and Account teams.
Key Responsibilities
- Deliver empathetic, accurate, and timely support via email and live chat during required coverage hours (6 AM 5 PM Pacific / 9 AM 8 PM Eastern; specific shift TBD).
- Troubleshoot technical issues within the Postscript platform (integrations, message delivery, account setup) and document findings clearly in Zendesk.
- Translate technical explanations into simple, actionable guidance for non-technical customers.
- Proactively inform customers about new features and functionalities during relevant interactions offering helpful suggestions that can grow their business.
- Escalate product bugs or complex cases with detailed reproduction steps and supporting context.
- Partner with Product and Engineering to surface trends, common issues, and customer feedback.
- Maintain up-to-date product knowledge and contribute to internal documentation and process improvements.
Required Qualifications
- 5+ years of experience in customer support within SaaS, ecommerce, or marketing-technology environments.
- Demonstrated ability to diagnose and resolve issues via email and chat with excellent written English.
- Familiarity with helpdesk tools such as Zendesk, Intercom, or JIRA.
- Comfort working with technical concepts (APIs, integrations, HTML/CSS basics, data validation) and explaining them simply.
- Strong organizational, documentation, and multitasking skills.
- Experience working remotely across distributed teams.
- Availability to work a full-time shift covering part of 6 AM 5 PM PT / 9 AM 8 PM ET.
Preferred:
- Experience with Shopify or similar e-commerce platforms.
- Familiarity with SMS delivery systems, Twilio, or carrier-related troubleshooting.
- Exposure to API requests or debugging.
- Experience supporting enterprise or high-volume merchants.
- Primary tools: Zendesk, Intercom, JIRA, Google Workspace, Slack
