Product Experience Specialist

1 week ago

Islamabad, Islamabad, Pakistan beBeeTechnical Full time €42,000 - €93,000
About Product Support Role

This position involves delivering exceptional customer experiences through timely and empathetic support. You will work closely with the engineering team to resolve complex issues, document knowledge base articles, and shape the product support function.

  • First-line support: Handle real-time customer interactions via chat platforms; respond promptly and effectively.
  • Troubleshooting: Analyze issues, review logs, query databases, and escalate when necessary.
  • QA and testing: Run pre-release checks to ensure product stability and stay current on new features.
  • Knowledge building: Create and maintain documentation, videos, and internal resources.
  • Process design: Develop workflows, tools, and best practices to enhance the support process.
  • Team enablement: Train Customer Success Managers on product features and common issues.

You should apply if you have:

  • 2-5 years of experience in technical product support in a B2B SaaS environment.
  • Proficiency in analyzing logs and databases using SQL to identify root causes.
  • Familiarity with support tools like Intercom or Zendesk and comfort in chat-based support.
  • A strong ability to communicate technical details clearly in English.
  • A proactive approach to customer problems, from initial response to resolution and documentation.
What We Offer
  • Remote Work: Flexible remote work arrangements with virtual office connectivity.
  • Competitive Salary: Industry-competitive local salaries.
  • Equity: Generous equity package for shared success.
  • Holidays: 26 days annual leave plus public holidays.
  • Health Insurance: Comprehensive health coverage.
  • Development Budget: Annual personal development budget.
  • Workspace Budget: Remote workspace stipend and co-working space access.
  • Annual Retreat: Regular team-building retreats.
Interview Process
  1. Introductory call with talent team
  2. Take-home challenge
  3. Interview with CS Lead
  4. Final interview

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