Product Support Specialist

Akia; San Francisco (CA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Paid Time Off

401k Matching

Job summary

A hospitality tech company based in San Francisco is seeking a Product Support Specialist who will manage customer issues with technical expertise. This role involves end-to-end support, analyzing feedback, and guiding customers to understand the platform effectively. The ideal candidate has a BA/BS degree or relevant experience, excellent communication skills, and familiarity with SQL. The position offers a collaborative environment focused on customer satisfaction and problem-solving.

Qualifications

• 0-2+ years of relevant experience in customer support.
• Experience managing customers via email, chat, and phone calls.
• Ability to leverage SQL or server logs to investigate issues.

Responsibilities

• End-to-end ownership of customer issues including troubleshooting.
• Analyze customer feedback and bug-related trends.
• Build and manage a repository of knowledge articles.

Skills

Technical expertise

Customer management

Interpersonal skills

Analytical skills

Problem-solving skills

Education

BA/BS degree or relevant work experience

Tools

SQL

Job description

Akia is a venture-backed (Series A) company founded in 2018 by ex-Facebook engineers. Akia is the guest engagement platform for hospitality operators that solves challenges around having too much to do. By seamlessly integrating messaging and automation into existing workflows, Akia is the driving force behind relaxing vacations.

As a Product Support Specialist, you are a knowledgeable technical expert who understands pain points and challenges that our customers face operating our platform for their businesses. Your technical expertise and customer‑first mindset will help guide and resolve customer issues. You will be the primary point of contact on all support related issues for Akia’s customers.

What you’ll be doing

• End-to-end ownership of customer issues – including troubleshooting, triaging, identification of root causes, and issue resolution.
• Meet and exceed customer expectations on response quality, timeliness, and customer experience.
• Analyze customer feedback and bug‑related trends; separate customer confusion from bugs.
• Provide astute and well‑thought‑out guidance for our customers on both technical and non‑technical matters.
• Serve as Akia’s subject matter expert, and help our customers implement and understand Akia’s complex feature sets.
• Think creatively on how to best address problems with no immediate or clear solutions.
• Build and manage repository of knowledge articles and foster a culture of knowledge sharing.

What you should have

• BA/BS degree or relevant work experience
• 0‑2+ years of relevant experience
• Experience managing customers via email, chat, and phone calls
• Technical expertise and ability to leverage SQL or server logs to investigate issues
• Analytical and problem‑solving skills to understand complex problems and issues no matter how large or small.
• Excellent interpersonal and communication skills with an ability to build strong internal and external relationships.
• Ability to prioritize, manage, and multi‑task.
• Paid Time Off
• 401k Matching