East Coast Product Support Specialist: Scale & CSAT

Vitalize Care; United States; On-site; USD 75,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Flexible PTO

Relocation bonus

Desk setup reimbursement

Commuter benefits

Monthly gym/wellness stipend

Free meals in-office

Job summary

Vitalize Care is seeking a Product Support Specialist to expand our East Coast coverage and strengthen support operations. You will own complex user issues, partner with Engineering, Product, and Customer Experience, and help scale our support processes.

You'll analyze trends, drive CSAT and FRT improvements, and contribute to an AI-augmented support strategy. Strong cross-functional communication and autonomy in ambiguous situations are essential to succeed.

Qualifications

• 3–7+ years in a support role with escalated issues and/or technical troubleshooting.
• Strong problem solving, data querying, and product logs analysis.
• Proven ability to influence cross-functional partners to drive product improvements.
• Experience owning portions or entire projects, with process optimization focus.
• Excellent written and verbal communication; ability to document bugs and create self-service docs.
• High level of autonomy in ambiguous situations.

Responsibilities

• Be the first East Coast support specialist expanding service hours to 8AM ET.
• Serve as the primary escalation for go-to-market teams; collaborate with Engineering, Product, and Operations to resolve issues.
• Drive continuous improvement on CSAT, FRT, First Contact Resolution Rate, and SLA compliance using data-driven insights.
• Support the development and implementation of an AI-augmented support strategy.
• Create and refine documentation to empower users with self-service options and support agents to work more efficiently.
• Develop deep product and platform expertise; help prevent recurring issues and feed feedback to improve product quality and support workflows.
• Strategically scale and optimize support operations as Vitalize grows.

Skills

3-7+ years in support

Problem solving

Cross-functional collaboration

Project ownership

Communication skills

Autonomy in ambiguity

Tools

Salesforce

Zendesk

SQL

Pylon

LLMs

Job description

Vitalize Care is seeking a Product Support Specialist to expand our East Coast coverage and strengthen support operations. You will own complex user issues, partner with Engineering, Product, and Customer Experience, and help scale our support processes.

You'll analyze trends, drive CSAT and FRT improvements, and contribute to an AI-augmented support strategy. Strong cross-functional communication and autonomy in ambiguous situations are essential to succeed.