Customer Support Product Specialist

Summary

Join Workstream, a mission-driven company building software solutions for hourly businesses, as a Support Product Specialist. You will be the primary support contact for alpha and beta product users, track and report on issues, and collaborate with engineering teams to improve the product. This role requires at least two years of Level 2 SaaS support experience and strong communication skills. Workstream offers a permanently remote position with a monthly stipend, annual and performance-based bonuses, flexible PTO, and company-issued devices. The company values a culture of growth and learning, offering career advancement opportunities and a supportive team environment.

Requirements

• At least 2 years in a Level 2 Support Role in a SaaS or Technical Support environment
• Flexible with working hours to collaborate with team members across various hubs/geos
• Comfortable with ambiguity while at the same time building and developing processes
• Comfortable working with engineering and products teams to identify and solve problems that might be brand new
• Great people skills and ability to communicate all kinds of feedback, whether it’s an improvement needed with the product or helping other team members learn and follow processes
• Knowledgeable with spreadsheets - excel, gSheets. Pulling and developing reports from various data sources
• Hunger to grow within the role and help shape the Support department at Workstream
• A roll-up-your-sleeves attitude; you dig deep and find answers; you aren't afraid to take action
• Must be willing to work following the US time zone
• Must have a high-speed and stable primary and backup internet connection ( at least 10 Mbps ). Please note that we will require you to submit a document showing a screenshot of your speed test results
• Must be willing to attend occasional in-person meetings in Metro Manila

Responsibilities

• Be the main support point of contact for customers using the alpha and beta releases of our products
• Track, trend, and report on issues handled during this period and translate these issues into actionable insights
• Be the voice of the customer and the thought partner of our engineering teams to identify in-product opportunities
• Make recommendations to improve the customer experience during the general release of the product
• Build and conduct training sessions to prepare for general release
• Develop effective and scalable processes to best support the product

Benefits

• Permanently Remote
• Pay wired directly to your bank account
• $50 Monthly Stipend
• Annual Bonus
• Performance-based bonuses
• Flexible PTO
• Enjoy company time off during some of the major US and PH Holidays
• Company-issued Device
• Career fast track for performers and internal mobility
• Learn from a team of Stanford, MIT, Google and Harvard alumni