Be Membee's customer voice across support tickets, help content, and product feedback. Work remotely on a one-year parental-leave contract with possible extension.
This Product Support Specialist role suits an earlier-career support professional who wants practical exposure to an AI-enabled SaaS business. You will help customers use membership, events, finance, CRM, and website tools while identifying why tickets happen. Your findings will guide documentation, AI responses, UI/UX changes, and product priorities.
Key Responsibilities:
- Resolve customer questions through chat, tickets, and phone
- Test features against plans and update documentation
- Improve Buzz by reviewing answers and gaps
- Recommend changes that reduce overall ticket volume
- Pass churn risks and upsell signals to Customer Success
Requirements:
- Two or more years in SMB or enterprise SaaS support
- Ability to explain complex ideas clearly in writing
- Root-cause approach to customer issues
- Comfort using AI tools and learning products quickly
- Warm communication with lean teams and volunteer boards
Use customer analysis, SaaS support, and clear communication to make Membee easier for small organizations to operate.
Membee Customer Support Analyst employer: Beacon Holdings
At Beacon, we pride ourselves on being an exceptional employer that fosters a culture of innovation and collaboration. Located in vibrant cities like Toronto and San Francisco, we offer competitive benefits, a commitment to employee growth, and the opportunity to work on cutting-edge AI initiatives. Join us to be part of a dynamic team where your leadership will not only shape our engineering practices but also contribute to meaningful advancements in technology.
