Product Support Specialist (Pakistan, Lahore - 5 days onsite)

Podium; Lahore; In loco; PKR 446.000 - 781.000; Tempo pieno

Vantaggi offerti da questo lavoro

Equal opportunity employer

Background check required

Descrizione del lavoro

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.

Competenze

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

Mansioni

• 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.

Conoscenze

Customer support

Technical knowledge

Cross-functional coordination

Analytical thinking

APIs familiarity

Descrizione del lavoro

At Podium, we bring AI Employees to local businesses that turn every conversation into revenue. Trusted by 60,000+ businesses across Auto, Home Services, and Aesthetics, Podium captures and converts leads 24/7, driving both new business and repeat customers.

In 2.5 years, we crossed $150M in AI Agent ARR. During this time, we’ve deployed 10,000 AI employees to empower real business outcomes for our customers. Podium is building what we believe will be the most impactful AI employee ecosystem for local business.

Podium has been recognized as the Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and awarded the #1 AI Agent for Business Operations by G2.

Our growth is fueled by hiring exceptional people, holding them to high standards, and creating opportunities for them to grow and make an impact. Our operating principles guide daily behavior and ensure we hire people who will thrive at Podium. If you're hungry for growth, aligned to our operating principles, and ready to get to work, you won't find a better place to learn and accelerate your career.

Product Support Specialist - Lahore - 5 days onsite

Team: Support

Podium exists to help local businesses win. Using Podium, local businesses can simplify the way they communicate with their customers—from collecting payments to facilitating online reviews to launching marketing campaigns, and much more.

Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000, and Fast Company’s World’s Most Innovative Companies.

We look for people who are curious, creative and are willing to do the work to be a little better every day. We also embody our company values in all that we do, which always starts with being Customer Obsessed, followed by Be a Founder, Zero Drama, and Enjoy the Ride. Does that sound like you?

The Role

Our Product Support Specialists are an integral part of our Customer Support team and an essential part of our customer’s experience. The team answers how-to questions and troubleshoots customer inquiries, working creatively to keep customers working on what matters most: growing their business!

What you will be doing

• Troubleshoot & resolve challenging issues, ensuring customers can easily see value with Podium
• Communicate with customers over a number of mediums including Email, SMS, Phone & Video calls to help issues be resolved in a timely manner and communicate urgency to our customers.
• Serve as a point of escalation, vetting legitimacy of product-related issues in Support
• Develop system for feedback loops in close collaboration with the Product team
• Build an efficient and effective system of troubleshooting, documentation, escalation and prioritisation of product-related issues or requests
• Create and regularly update internal documentation of our products and process
• Train the broader teams on our products, new features and best practices
• Maintain open communication channels within the broader Support and Product teams
• Work collaboratively with customer facing teams, to ensure issues are completely resolved to customer satisfaction
• Recommend and potentially deploy fixes for vetted code-related issues, working with Product & Engineering
• Serve as the Voice of the Customer, socialising organised qualitative and quantitative data to cross-functional partners to improve our products
• Work cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experience
• Resolve escalated cases promptly while holding Product and Engineering accountable to established Service Level Agreements

What you'll bring

• Customer-first attitude with a strong sense of empathy
• Experience communicating directly with customers
• 1-2 years Experience in Product or Technical Support
• Proven track record of managing multiple concurrent projects with varying complexity levels
• Ability to drive innovation and efficiency in an unstructured environment
• Familiarity with modern web services, APIs and scripting languages
• Analytical and data-oriented approach to problem-solving

A few other things we want to let you know about...

• Podium is an equal opportunity employer. We encourage everyone of all experiences and backgrounds to apply.
• Successful candidates are required to undergo a background check