Product Support Specialist

Job not on LinkedIn

🔥 12 hours ago

🇨🇦 Canada – Remote

⏳ Contract/Temporary

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.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

🤝 B2B

🤖 Artificial Intelligence

SaaS • B2B • Artificial Intelligence

Beacon Software is a permanent holding company that acquires, operates, and grows niche, mission-critical software businesses. It provides an integrated operating platform — engineering and product support, applied AI, sales and go-to-market, finance and back-office, embedded fintech, and dedicated operating partners — while preserving portfolio company brands and teams. Beacon targets capital-efficient vertical SaaS businesses with recurring revenue and deep customer retention, moving quickly from LOI to close and aiming to compound growth across its portfolio.

📋 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 reflect product changes • Advocate for customers by documenting recurring usability patterns • Pass churn risks and upsell signals to Customer Success • Work with the General Manager, engineering, and product teams • Meet goals for 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 • 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 • Warm customer communication • 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 • Resume required • LinkedIn profile required

🏖️ Benefits

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