Customer Support & Product Specialist

This is a remote position. ABOUT THE COMPANY This company helps revenue teams take ownership and accountability for financial goals through comp plan design guidance, automated commission tracking, and built-in collaboration tools. Industry-leading companies like Cursor, LaunchDarkly, and Zapier trust them to automate the commission tracking and payment process for their go-to-market teams. Contracting with this company means you'll get to solve complex challenges, grow your skills, and contribute to a product that makes a real difference. They're a passionate team that values curiosity, empathy, and inclusivity. If you're excited about working on meaningful products with a collaborative, dynamic team, this is the place for you. You'll be the first point of contact for their customers - responding to inquiries via Intercom with speed and empathy -while also building the self-serve resources that help users succeed before they ever need to reach out. This role sits at the intersection of reactive support and proactive content creation, directly reducing support volume and improving the customer experience at scale. ABOUT THE ROLE Provide timely, helpful responses to customer inquiries via Intercom, maintaining a high-quality support experience and strong CSAT scores. Troubleshoot product issues and escalate bugs or edge cases to the appropriate internal teams. Create and maintain self-serve resources, including: Fin, our AI support bot Help center articles and FAQs Onboarding guides and product walkthroughs Release notes and feature documentation Identify recurring support themes and proactively address documentation gaps before they lead to tickets. Partner with Product, Engineering, and Customer Success to surface customer feedback and improve workflows. Track and report on support volume trends, resolution times, and self-serve content performance. Thoughtfully use AI tools to reduce manual work and improve efficiency in routine support tasks. Requirements 2+ year