AI-Driven Product Support Specialist

Podium; Lahore; On-site; PKR 446,000 - 781,000; Full time

Benefits offered by this job

Equal opportunity employer

Background check required

Job summary

Podium is seeking a Product Support Specialist in Lahore to join our Customer Support team. The role focuses on helping local businesses use Podium to grow, troubleshoot issues, and deliver excellent customer experiences through multiple channels—Email, SMS, Phone, and Video.

You will work closely with Product and Engineering to translate customer feedback into better products and processes, while maintaining strong documentation and training for teammates.

Qualifications

• 1-2 years experience in product or technical support.
• Experience communicating directly with customers.
• Able to manage multiple projects simultaneously.

Responsibilities

• Troubleshoot and resolve challenging customer issues.
• Communicate via Email, SMS, Phone, and Video to resolve issues promptly.
• Escalation and vetting of product-related issues.
• Collaborate with Product team for feedback loops.
• Develop docs and processes for troubleshooting.
• Train broader teams on product features and best practices.
• Maintain open channels with Support and Product teams.
• Work with cross-functional teams to improve customer experience.
• Assist with fixes for vetted code-related issues with Product & Engineering.
• Share Voice of the Customer data with cross-functional partners.
• Support SLAs and hold Product/Engineering accountable.

Skills

Customer support

Technical knowledge

Cross-functional coordination

Analytical thinking

APIs familiarity

Job description

Podium is seeking a Product Support Specialist in Lahore to join our Customer Support team. The role focuses on helping local businesses use Podium to grow, troubleshoot issues, and deliver excellent customer experiences through multiple channels—Email, SMS, Phone, and Video.

You will work closely with Product and Engineering to translate customer feedback into better products and processes, while maintaining strong documentation and training for teammates.