About the Role

We are looking for a Product Specialist to support the launch, adoption, and ongoing success of our AI-powered SaaS platform.

The ideal candidate is someone who is comfortable working with technology, enjoys helping customers, and can translate technical concepts into clear, easy-to-understand guidance for non-technical users. This role will work closely with Product, Engineering, Sales, and Customer Success teams to ensure customers have a smooth experience from onboarding through ongoing platform use.

The successful candidate will be highly organized, proactive, and comfortable working independently in a remote environment.

Schedule: 8:00 AM to 5:00 PM Mountain Time, with a one-hour unpaid break.

Key Responsibilities

Product & Platform Support

• Become a subject matter expert on the company's AI SaaS platform.
• Develop a strong understanding of the platform's features, functionality, and use cases.
• Support management during the product launch and help ensure launch activities are executed smoothly.
• Stay updated on product changes, new features, and improvements.

Customer Onboarding & Training

• Support customers throughout the onboarding process.
• Provide product training and guidance to new and existing customers.
• Help customers understand platform features and maximize the value of the product.
• Provide technical assistance and respond to customer questions professionally.

Troubleshooting & Technical Support

• Troubleshoot product-related issues and identify potential solutions.
• Investigate customer-reported problems and determine when escalation is required.
• Coordinate with the Development or Engineering Team when issues require technical assistance.
• Follow up on reported issues to ensure they are properly resolved.

Customer Feedback & Product Improvement

• Gather and document customer feedback regarding the platform.
• Identify recurring customer concerns, usability issues, and opportunities for improvement.
• Communicate valuable customer insights and recommendations to the Product Team.
• Help identify ways to improve the overall customer experience.

Documentation & Training Resources

• Create and maintain product documentation, guides, FAQs, and training materials.
• Keep documentation updated as the platform evolves.
• Help develop resources that make it easier for customers and internal teams to understand and use the platform.

Cross-Functional Collaboration

• Collaborate closely with Product, Engineering, Sales, and Customer Success teams.
• Communicate customer needs and product issues clearly across departments.
• Support internal teams with product knowledge and technical information when needed.
• Contribute to improving processes related to product adoption and customer support.

Required Qualifications

• Experience supporting SaaS software, technology products, or similar platforms.
• Strong written and verbal communication skills.
• Excellent problem-solving and troubleshooting abilities.
• Ability to explain technical concepts clearly to non-technical users.
• Strong organizational and time-management skills.
• Ability to work independently and take ownership of responsibilities.
• Comfortable working remotely and collaborating with distributed teams.
• Customer-focused mindset with strong attention to detail.

Preferred Qualifications

• Experience working with AI tools or AI-powered SaaS platforms.
• Experience supporting customers during software or product launches.
• Experience providing software onboarding or training.
• Familiarity with technical troubleshooting and working with development teams.
• Experience creating product documentation, training materials, or user guides.
• Experience working in a Product, Customer Success, Technical Support, or SaaS environment.

Ideal Candidate

The ideal candidate is someone who:

• Is highly comfortable learning new technology and software.
• Can quickly become an expert on a new product.
• Enjoys helping customers solve problems.
• Can communicate technical information in a simple and understandable way.
• Takes initiative instead of waiting for instructions.
• Is comfortable working across multiple teams.
• Pays close attention to customer feedback and details.
• Can work independently while keeping stakeholders informed.
• Is adaptable and comfortable working in a fast-changing AI and SaaS environment.

Success Metrics

Performance in this role may be measured by:

• Successful customer onboarding and training.
• Customer satisfaction and quality of support provided.
• Speed and accuracy in resolving product issues.
• Effectiveness of troubleshooting and escalation.
• Quality and completeness of product documentation.
• Customer feedback captured and communicated to the Product Team.
• Contribution to product adoption and successful platform launch.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations (for full-time roles only)

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.