Product Support Specialist

InvestNext

Product Support Specialist supporting customers using InvestNext’s real estate investment management platform. Troubleshooting issues, improving support workflows, and guiding new users through onboarding and training.

Posted 8/5/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $60,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support within a SaaS environment, focusing on effective communication, troubleshooting complex issues, and optimizing support workflows. Proficient in utilizing support tools to enhance customer experience and drive satisfaction.

Highest-signal resume keywords

Customer Support ExperienceEffective CommunicationTroubleshooting SkillsProficiency with Support ToolsWorkflow Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportTroubleshootingAnalytical SkillsProblem-SolvingTraining and Coaching

Soft Skills

Self-MotivatedAdaptabilityEager to Learn

Tools & Technologies

ZendeskIntercomSalesforce

Industry Keywords

SaaSCSAT ScoresCustomer ExperienceSupport WorkflowsSelf-Serve Resources

About the role

Key responsibilities & impact

Monitor the support inbox and optimize workflows to drive down response time
Communicate with customers via phone, email, chat, and video calls, selecting the best method for their needs
Own CSAT scores and connect with unsatisfied customers to provide solutions
Monitor and own incoming customer reviews, following up where needed to improve customer experience
Join team stand-ups to share priorities and roadblocks
Troubleshoot user issues and provide recommended solutions to the product development team
Assist new customers with transitioning onto the platform, including training and coaching
Monitor and maintain self-serve customer resources, including support articles and videos
Assist with testing newly released features and developing training materials to promote customer usage

Requirements

What you’ll need

2+ years of customer support experience in a SaaS environment
Effective communication across chat, email, phone, and video calls
Troubleshooting ambiguous or complex issues using analytical and problem-solving skills
Proficiency with support tools and platforms such as Zendesk, Intercom, Salesforce, or similar systems
Ability to manage support workflows to improve response times
Self-motivated and eager to learn
Ability to adapt quickly to new tools, technologies, and the evolving demands of a growing company

Benefits

Comp & perks

Fully remote work, within the US and Canada
Robust 99% employer-paid medical, dental, and vision insurance
401k with 100% employer match, up to 4% of your annual salary
Generous monthly allowance to support your wellness and remote work
Uncapped paid time off, with a required minimum to support work-life balance and help avoid burnout
11 company-wide holidays per year
16 weeks of paid parental leave
Travel to spend time with the team, including company-wide offsites
Laptop of choice
Equity grant