Product Support Specialist

Rundoo, Inc.; Chicago (IL); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Equity grant

Job summary

Rundoo, Inc. in Chicago, IL is seeking a Product Support Specialist to serve as the primary contact for independent hardware and paint store clients. You will solve problems across our ERP platform—from POS to inventory and accounting questions—and work with a cross-functional team for coast-to-coast coverage.

The role emphasizes problem-solving, clear communication, and data-driven analysis. A strong eye for detail and ability to adapt in a fast-paced startup will help you succeed.

Qualifications

• Exceptional attention to detail and numerical literacy.
• Strong independent problem-solving skills with minimal guidance.
• Excellent written and verbal communication for non-technical clients.
• Organizational excellence to manage multiple tickets.
• Customer-centric mindset focused on helping small business owners.
• Comfort with ambiguity and adapting to changing priorities.

Responsibilities

• Provide exceptional support via Intercom chat, email and phone to hardware and paint store owners and staff.
• Resolve diverse technical issues including POS troubleshooting, inventory sync problems, accounting reconciliation, report generation and user training questions.
• Perform data analysis and reconciliation using spreadsheets to investigate balance discrepancies.
• Collaborate with Engineering to communicate issues and help troubleshoot problems.
• Leverage AI-assisted tools to improve response quality and documentation.
• Partner with Client Success by escalating at-risk accounts and identifying training needs.
• Contribute to knowledge base by documenting solutions and Notion articles.
• Maintain metrics such as <24hr resolution time for 90%+ tickets and <5min first response time.
• Support cross-training across shifts and high-volume periods.
• Help clients understand their numbers and grow with the platform.
• Engage with the team and participate in ongoing product improvements.

Skills

Exceptional attention to detail

Strong independent problem-solver

Excellent written and verbal沟通

Organizational excellence

Customer-centric mindset

Comfort with ambiguity

Tools

Intercom

Zendesk

Notion

Google Sheets

Job description

Our mission is to empower independent supply stores with best-in-class technology. Think of your local hardware store or mom-and-pop nursery—these are our clients. From paint to lumber to flooring, over 200,000 such stores across the country sell over $1T of building materials annually using outdated, on-premises systems. We’re aiming to help them modernize so that they can continue to thrive.

Backed by leading investors including Bessemer and CRV, we've raised $18M across three rounds and are growing quickly. Our team is made up of builders, sellers, and industry veterans with a shared goal: to bring modern technology to an overlooked industry.

About the Role

Location: Chicago (Hybrid) - 1 - 2x a week

Coverage window: Our support line runs 5:00am CT – 8:00pm CT (a 15-hour, coast-to-coast window), Monday–Friday, with 8am - 6pm CT coverage on weekends.

Your shift: You'll be based in Central time and work five 10-hour days — roughly a 50-hour week. This is a salaried, full-time role. Your shift is typically the morning open (5:00am–3:00pm CT) or a mid shift (8:00am–6:00pm CT); comfort with an early start is required.

We are hiring for 2 shifts:

Opening Shift — Monday–Friday, 5:00am–3:00pm CT

Mid Shift + Weekends — Monday–Wednesday, Saturday & Sunday, 8:00am–6:00pm CT (Thursday & Friday off)

Cross-training: Everyone on the team is cross-trained across shifts and rotates fairly — no one is permanently assigned to weekends.

The Role

As a Product Support Specialist at Rundoo, you will be the primary point of contact for clients in their time of need. You'll help independent hardware and paint store owners solve problems across our full ERP platform—from POS transaction issues to inventory sync problems, accounting reconciliation, and user training questions.

You'll work alongside Robbie and Tim to provide coast-to-coast coverage for our growing client base. This role is ideal for someone who thrives on problem-solving, enjoys helping small business owners succeed, and wants to grow with a fast-paced startup.

You'll report to Claire, Manager, Client Success, and collaborate closely with our Client Success and Engineering teams to ensure client needs are met and product improvements are identified.

Provide exceptional support via Intercom chat, email, and phone to hardware and paint store owners and their staff

Resolve diverse technical issues including POS troubleshooting, inventory sync problems, accounting reconciliation, report generation, and user training questions

Perform data analysis and reconciliation work using spreadsheets to investigate balance discrepancies and help clients understand their numbers

Collaborate with Engineering to communicate customer issues, submit detailed bug reports with reproduction steps, and help troubleshoot technical problems

Leverage AI-assisted tools (Intercom AI, ChatGPT, Claude) to improve response quality, efficiency, and documentation

Partner with Client Success team by escalating at-risk accounts, identifying training needs, and flagging patterns that indicate broader issues

Contribute to knowledge base by documenting solutions, creating help articles in Notion, and improving self-service resources

Maintain metrics including <24hr resolution time for 90%+ of tickets, <5min average first response time, and >80% customer satisfaction

We care more about aptitude and drive than checking boxes on years of experience. The ideal candidate is smart, hungry to learn, and thrives on solving problems independently.

Core Competencies:

Exceptional attention to detail - You catch discrepancies others miss, especially when working with numbers and data

Strong independent problem-solver - You can troubleshoot ambiguous issues without constant hand-holding

Excellent written and verbal communication - You can explain complex concepts clearly to non-technical small business owners

Organizational excellence - You can manage multiple priorities, juggle competing tickets, and maintain composure during high-volume periods

Customer-centric mindset - You genuinely enjoy helping people and build positive relationships even when customers are frustrated

Comfort with ambiguity - You can navigate situations without clear answers and figure out solutions through research and creative thinking

Valuable Experience (But Not Required)

Any of the following backgrounds could set you up for success:

Prior customer support or technical support experience in any industry

Experience with SaaS products or technology companies

Accounting, bookkeeping, or financial reconciliation background

Retail, POS, or small business operations experience

Technical troubleshooting ability with software applications

Technical Requirements

Comfortable learning and becoming expert in complex software (our full ERP platform)

Proficient with spreadsheets (Google Sheets/Excel) for data analysis

Strong analytical skills for investigating balance discrepancies and data issues

Able to work during required hours.

Bonus Points

Direct familiarity with or experience in paint and hardware, building materials, construction supply, or related industries

Comfortable adapting to a dynamic startup environment where priorities shift and new challenges arise regularly

Proven experience helping customers adopt new workflows or systems (change management)

Experience with Intercom, Zendesk, or similar support platforms

Equity: $13,000 - $14,000 equity grant value

Benefits: See below

About the team

Here is the current makeup of the teams you’ll be working most closely with:

A conversational chat with Amanda to get to know one another, share more about the role, and answer any initial questions you have.

2. First Round: 30 minutes

A conversation with Claire focused on your experience and background.

3. Onsite Interview: River North, Chicago

A half-day on-site where you'll meet several members of the team:

Escalation Role-Play & Communication Skills (30 min) - with Leslie

Troubleshooting Exercise (30 min) - with Robbie

Team Conversation (15 min) - with Vidhan

Lunch with the Team (1 hour) - an informal chance to connect with future teammates

4. Final Call (15 minutes)

A quick conversation with Nick to wrap up and address any remaining questions.

5. Reference Check

We'll reach out to your provided references as a final step before extending an offer.

Andrew (CTO): studied computer science & humanities at Stanford; worked as a software engineer and head of engineering at Apple & Anova; danced with the SF ballet (where he met his wife)!

Nick (CEO): studied math & computer science at Stanford; worked as a trader at Bridgewater & Citadel and as a PM at Google & Enigma; distantly related to the founder of the Hershey company

How we've fundraised

We've raised $18m across three rounds:

A $2m pre-seed led by Kent Bennett at Bessemer with participation from Plug & Play, Quiet Capital, and Sequoia.

An $11m series A led again by Bessemer and CRV.