Product Support Specialist

Job not on LinkedIn

🔥 7 minutes ago

🇨🇦 Canada – Remote

⏳ Contract/Temporary

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Beacon Software

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2024

☁️ SaaS

🤖 Artificial Intelligence

🤝 B2B

SaaS • Artificial Intelligence • B2B

Beacon Software is a long-term owner and operator that acquires and grows trusted software businesses by adding product, engineering, AI, go-to-market and operational capabilities. It positions itself as a permanent home for founders and their teams, investing people, technology and capital to modernize products, build applied AI features, add embedded fintech, and scale sales and operations while preserving customer relationships and brands. Beacon offers shared services (product & engineering, finance & operations, sales & marketing, applied AI, operating leadership and partnerships) to help acquired software companies accelerate growth and deliver new AI-enabled products to their customers.

📋 Description

• Answer live chats and support tickets across membership, events, finance, CRM and website tools • Use the phone when a call will resolve an issue faster • Write and update help content • Build in-product help • Improve the AI support agent, Buzz, by reviewing answers, identifying gaps and feeding back fixes • Reduce ticket volume by tracing tickets to their causes and recommending UI/UX, documentation and AI improvements • Test new features and enhancements against a testing plan • Update documentation to match new features • Document recurring usability patterns for product and engineering • Act as the customer advocate • Pass churn risks and upsell signals to Customer Success • Report to the General Manager, Care, and collaborate with engineering and product • Meet performance measures including time to resolution, positive engagement score, tickets closed and overall ticket reduction

🎯 Requirements

• 2+ years of customer support experience at an SMB or enterprise SaaS company • Clear, structured writing ability • Ability to explain complex ideas in help articles or internal reports • Strong root-cause thinking • Comfort with AI tools and curiosity about improving them for customers • Ability to quickly learn new tools and products • Ability to switch between tasks • Self-starter who notices problems and proposes fixes • Genuine interest in the operational needs of membership-based organizations • Nice to have: live chat experience • Nice to have: hands-on experience working in website back ends, especially WordPress

🏖️ Benefits

• Hands-on exposure to an AI-enabled SaaS business • Real training with a structured onboarding period • Mentorship from an experienced team • Clear goals and feedback for growth • Remote work • Equipment provided • Exposure to product management and collaboration with senior engineers • One-year contract with possible extension into a full-time role

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