Product Support Lead — AI-Driven Triage & Tier 1-2

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

Benefits offered by this job

Competitive benefits package

Flexible PTO

401k program

Job summary

HowGood is seeking a Product Support Specialist to own the full support experience for our SupplierConnect user base across Intercom, ensuring fast, informative responses and smooth internal operations.

You’ll manage Tier 1 and Tier 2 conversations, coordinate with product and engineering, tune AI-driven automations, and maintain accurate account records while driving CSAT and efficiency gains.

Qualifications

• 2+ years in customer or technical support, owning first-line and escalated issues.
• Comfort configuring and tuning 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 escalation.
• 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 and keep SLA metrics healthy.
• Configure and maintain Intercom's AI-driven automations, including pattern recognition, auto-triage, and response suggestions, to keep pace with ticket volume.
• Own internal triage for product admin requests, like account setup/configuration and permissions.
• Timely relay updates to marketing ops owner for updates to internal documentation (setup guides, FAQs, process docs) as product and process change.

Skills

Customer support

Technical troubleshooting

Clear communication

Organized

Tools

Intercom

Zendesk

Job description

HowGood is seeking a Product Support Specialist to own the full support experience for our SupplierConnect user base across Intercom, ensuring fast, informative responses and smooth internal operations.

You’ll manage Tier 1 and Tier 2 conversations, coordinate with product and engineering, tune AI-driven automations, and maintain accurate account records while driving CSAT and efficiency gains.