Product Support Specialist

Summary

Join Passion.io as a Product Support Specialist and become the guiding voice for our global creator community. You will handle product and billing inquiries, troubleshoot user issues, escalate complex problems, and stay updated on new features. Responsibilities include supporting creators during onboarding and daily usage, sharing feedback with internal teams, and representing the Passion brand. You will build trust through resourceful and proactive solutions, aiming to delight users. Teamwork is essential, requiring participation in meetings and offering support to colleagues. This role demands a fast-paced, solution-oriented approach.

Requirements

• 2+ years of experience in a SaaS support role , preferably working with non-technical users
• Experience supporting customers through email and chat , with a strong track record of clear, friendly written comms
• Passion for solving recurring problems , not just patching symptoms ➡️you ask why, not just what now?
• Collaborative mindset with experience working across teams like support, product, or engineering
• Self-starter attitude - you're not waiting for instructions, you're already halfway to a solution 🏁
• You thrive in ambiguous situations and bring structure wherever you go
• Strong communication and feedback skills - you're not afraid to #speakyourheart or support others

Responsibilities

• Handle product and billing inquiries through email, chat, and (when needed) calls - with a clear, helpful, and human-first approach
• Troubleshoot Tier 1 user issues, guide creators through solutions, and follow up to make sure things feel smooth and stress-free
• Escalate more complex issues to the appropriate team while keeping communication and momentum flowing
• Stay up to date on new features and known bugs so your answers are accurate, timely, and confidence-building
• Support creators during onboarding, tech setups, and day-to-day usage
• Share common bugs, patterns, and creator feedback with internal teams to drive product improvement
• Represent the Passion brand in every interaction - clear, calm, compassionate, and creator-obsessed
• Build trust with every support touchpoint by being resourceful, proactive, and solution-oriented
• Look for opportunities to surprise and delight: quick turnarounds, thoughtful tips, and those “you made my day” moments
• Show up for your team! Jump in to help with tough tickets, share knowledge, and offer backup when needed
• Join team meetings and feedback sessions with energy and ideas - we're big on shared wins and continuous learning
• Be ready to hop on a quick live call if written support just won’t cut it

Preferred Qualifications

• First-hand experience in the Creator Economy - You get what it’s like to build an audience, launch digital content, or support those who do
• HubSpot wizardry - You’ve worked your magic in pipelines, support inboxes, or workflows before and know your way around the tools
• Remote-ready rhythm - You’re at home in async comms, video calls, and time zones that span the globe
• Customer success intuition - You’ve been part of teams that don’t just solve issues. They spot opportunities to delight, upsell, and deepen value
• A love for patterns and puzzles - You spot the “why” behind recurring problems, dig into root causes, and don’t stop until there’s a better way
• A curious brain and a knack for getting nerdy - You may not be an engineer, but you’re not afraid to explore how things work, ask smart questions, and get your hands a little dirty in the backend when needed!

Benefits

• Freedom to Work from Anywhere : We’re a fully remote team and will always be
• Global Gatherings : We bring the team together in amazing locations (recently: Croatia, Portugal, Greece)
• Entrepreneurial Culture: Your success is measured by results, not hours
• Career Growth: Enjoy regular coaching sessions, internal and external training, and opportunities to attend conferences
• Openness & Creativity: Share your ideas in a results-driven, supportive environment
• Tech Gear Your Way: Annual equipment budget
• Co-working Flexibility: Prefer working from a co-working space? We’ll help cover the costs
• Generous Time Off: Enjoy 24 days of paid vacation plus 10 days of “Celebration Leave” for holidays that matter to you
• Paid Parental Leave: Because family time matters