Product Support Lead — AI-Driven Tier 1-2

Astanor Ventures; Stone Ridge (NY); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Competitive benefits package including

Job summary

HowGood is a mission-driven, product-led organization scaling our B2B SaaS platform PCF & Scope 3 platform, Latis. We enable Brands, Suppliers & Retailers to map their complex supply chains, connecting thousands of companies through our platform to collectively decarbonize the food industry, one data point at a time.

This role acts as the product owner of the support queue, ensuring fast, informative responses and smooth escalation for complex issues.

Qualifications

• 2+ years in customer or technical support, owning both first-line and escalated issues.
• Experience configuring AI-driven automations within a support platform.
• Experience with a support platform like Intercom or Zendesk (Intercom a plus).
• Clear, friendly written communication; able to explain technical issues simply.
• Sound judgment on what to solve directly versus escalate.
• Organized and detail-oriented, with discipline for repetitive admin work.
• Bonus: familiarity with sustainability, ESG, or supply chain data.

Responsibilities

• Own the full support queue end-to-end, from first response through Tier 1 and Tier 2.
• Triage by type and urgency, resolving directly or escalating to product/engineering as warranted.
• Maintain saved replies, workflows, automations, and help center content to speed up resolution of common issues.
• Surface recurring issues and pain points to Product with supporting data.
• Configure and maintain Intercom's AI-driven automations, including pattern recognition and auto-triage.
• Own internal triage for product admin requests, like account setup/configuration and permissions.
• Relay updates to marketing ops owner for updates to internal documentation as product changes.

Skills

Customer support

Technical support

AI automations

Intercom experience

Communication skills

Attention to detail

Judgment

Tools

Intercom

Zendesk

Job description

HowGood is a mission-driven, product-led organization scaling our B2B SaaS platform PCF & Scope 3 platform, Latis. We enable Brands, Suppliers & Retailers to map their complex supply chains, connecting thousands of companies through our platform to collectively decarbonize the food industry, one data point at a time.

This role acts as the product owner of the support queue, ensuring fast, informative responses and smooth escalation for complex issues.