About the Role

Boardable is searching for a Product Support Specialist with a passion for solving customer challenges, building technical expertise, and nurturing strong customer relationships. This is a full-time position, Monday through Friday, 11:00-8:00 pm or 1:00-10:00 pm EST (hours are still TBD).

You will be the key point of contact for customers needing technical troubleshooting, product training, and general support. This role is ideal for a self-starter who loves critical thinking, solving technical problems, working independently, and is eager to grow their career in the tech industry while making a real impact on a growing business.

Responsibilities

• Serve as a support contact, managing communications across support chat, ticketing, email, phone, and video calls.

• Become a Boardable product expert to confidently guide customers through training and technical troubleshooting.

• Deliver heartfelt, detailed, and effective customer support, ensuring issues are resolved efficiently.

• Investigate reported issues using production test environments and available tools (e.g., Jira, logs, reporting centers).

• Document and escalate technical bugs, providing thorough reproduction steps and supporting data to the Engineering team.

• Research and resolve known issues by diving into Jira tickets, customer logs, and available data resources.

• Communicate customer needs and coordinate smooth handoffs across Support, Customer Success, and Sales teams.

• Participate in product training sessions for new feature releases and updates.

• Gather and share product feedback with Product Management to drive continuous improvements.

• Update and improve internal support documentation to maintain relevance and accuracy.

• Support cross-functional collaboration with Product, Engineering, QA, Customer Success, Finance, Operations, Sales, and Marketing teams.

• Champion customer needs internally by advocating for critical bug fixes and enhancements.
  

Qualifications

• 1-2 years of professional experience in customer service and/or technical support.

• Excellent verbal and written communication skills.

• Strong technical aptitude and the ability to quickly learn new software platforms.

• Skilled in customer education, troubleshooting, and conveying technical concepts clearly.

• Familiarity with tools like Jira, Hubspot, or similar platforms.

• Exceptional organizational and time management skills.

• Highly self-motivated and proactive, able to manage and prioritize tasks independently.

• Detail-oriented with excellent problem-solving and follow-through abilities.

• Passion for supporting customers and building lasting relationships throughout the customer lifecycle.

• Thrive in a fast-paced environment while juggling multiple conversations and tickets with a focus on excellence.

• Experience in SaaS is highly preferred.

• Experience working with nonprofits or boards is a plus.

Department

Customer Support

Role

Product Support Specialist

Remote status

Fully Remote