Product Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $50k - $60k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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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HowGood

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $12.5M Series B on 2022-05

Consulting • Healthcare • Logistics

HowGood is an independent research company and SaaS data platform specializing in food product sustainability. With the world's largest database of over 90,000 on-farm emissions factors, HowGood assists leading brands, retailers, suppliers, and restaurants in measuring, managing, and communicating their environmental and social impacts. The company offers solutions for carbon accounting, product footprinting, and sustainability claims, helping clients automate their processes to achieve net-zero goals. By providing tools for comprehensive GHG emissions reporting and product development, HowGood enables clients in the food industry to enhance their sustainability strategies and meet regulatory requirements.

📋 Description

• Own the full support queue end to end, from first response through Tier 1 and Tier 2 • Triage by type and urgency, resolving directly or escalating to product/engineering as warranted • Maintain saved replies, workflows and automations, and help center content to speed up resolution of common issues • Surface recurring issues and pain points to Product and keep SLA metrics healthy • Configure and maintain Intercom's AI-driven automations, including pattern recognition, auto-triage, and response suggestions, to keep pace with ticket volume • Own internal triage for product admin requests, like account setup/configuration and permissions • Timely relay updates to marketing ops owner for updates to internal documentation, including setup guides, FAQs, and process docs, as product and process change • Maintain accurate account records across internal systems • Drive improvement of support processes, operational efficiency, CSAT, and resolution metrics • Communicate user trends and product feedback to Product development teams

🎯 Requirements

• 2+ years in customer or technical support, with experience owning both first-line and escalated (Tier 2) issues directly • Comfort configuring and tuning AI-driven automations within a support platform • Experience with a support platform like Intercom or Zendesk (Intercom a plus) • Clear, friendly written communication; able to explain technical issues simply • Sound judgment on what to solve directly versus escalate • Organized and detail-oriented, with discipline for repetitive admin work • Familiarity with sustainability, ESG, or supply chain data (bonus)

🏖️ Benefits

• Competitive benefits package • Flexible PTO • 401k program