Product Support Specialist

Element451 is transforming how colleges and universities engage, recruit, and enroll students with our AI-powered, all-in-one CRM and Admissions Marketing Platform (AMP) — a scalable, data-driven solution built for modern higher education. We partner with hundreds of institutions to help them connect with the right students at the right time. THE ROLE We're looking for a Product Support Specialist to join our Customer Care team. This is a frontline support role for someone who thrives in complexity. You'll manage a high volume of incoming tickets while delivering strong technical troubleshooting, clear customer communication, disciplined triage and escalation, and continuous improvement of our knowledge base and AI-enabled ticket deflection. This is not a basic helpdesk or call-center role. Our products are deep, and the issues that reach you are rarely the same twice. You'll support customers across two distinct platforms — Element451 and Encoura Connect — and be expected to ramp on both. WHAT YOU'LL DO Manage multiple concurrent customer issues while balancing speed, accuracy, and empathy, primarily through in-app live chat. Work within SLA, severity, escalation, and customer-impact guidelines. Investigate the deep end of the product: reproduce problems, examine data, imports/exports, workflows, and application configurations, and isolate root cause before responding. Provide clear reproduction steps, business impact, screenshots, logs, and supporting detail when escalating verified bugs to Engineering. Recognize recurring ticket patterns and translate them into knowledge-base improvements, reusable responses, product feedback, or ticket-deflection opportunities. Communicate with customers during urgent, ambiguous, or high-friction situations while remaining calm, professional, and solution-oriented. Demonstrate sound judgment when handling customer data, screenshots, logs, account information, and confidential details. Stay current on product releases, known issues, customer workflows, and support best practices across both platforms. WHAT YOU'LL BRING 3+ years of experience in SaaS product support, technical support, or a similar customer-facing support role. Experience managing a high volume of support tickets in a queue-based environment. Strong troubleshooting skills — you investigate, document, and resolve novel issues while identifying root cause. Excellent written communication skills; you can break complex technical subjects into clear, simple explanations. Strong judgment around prioritization, escalation, urgency, and customer impact. Experience using ticketing systems, knowledge-base tools, CRM systems, or support platforms. High emotional intelligence and ability to convey empathy in support interactions. Ability to create and maintain clear documentation, support notes, and reusable knowledge content. Comfortable working remotely with strong self-management, accountability, and follow-through. Curious, resourceful, and willing to ramp on new products, systems, workflows, and tools. Positive, collaborative approach with a strong desire to help customers and teammates succeed. NICE TO HAVE Experience supporting a B2B SaaS product in higher education or CRM. Understanding of APIs, logs, integrations, data flows, or technical troubleshooting tools. Familiarity with Intercom, Linear, or similar support and issue-tracking tools. Experience with Zapier or other workflow automation tools. Knowledge of Student Information Systems (SIS) and higher education data structures. WHAT SUCCESS LOOKS LIKE Within the first 90 days, you'll independently manage a full support queue across both Element451 and Encoura Connect — prioritizing appropriately, communicating clearly, and following through without hand-holding. You'll demonstrate sound escalation judgment, contribute to knowledge-base content, identify recurring ticket patterns, and use AI tools responsibly to improve support efficiency, documentation quality, and ticket deflection. BENEFITS Comprehensive health, dental, and vision coverage Flexible PTO Remote-first with home office stipend 401(k) with company match Professional development support