Product Support Specialist

HowGood; Ridge, Northern (NY, KY); Hybrid; USD 50,000 - 60,000; Full time

Benefits offered by this job

Flexible PTO

401k program

Job summary

HowGood is seeking a Product Support Specialist to own the full support experience for our SupplierConnect users, from first contact through resolution. You will manage Tier 1 and Tier 2 conversations in Intercom, coordinate with Product and Engineering, and ensure accurate account records across systems.

The role requires 2+ years in customer or technical support, experience configuring AI-driven automations, and outstanding written communication.

Qualifications

• 2+ years in customer or technical support.
• Experience configuring AI-driven automations in a support platform.
• Experience with Intercom or Zendesk (Intercom a plus).
• Clear, friendly written communication; able to explain technical issues simply.
• Sound judgment on what to solve directly versus elevate.
• 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
• 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

Written communication

Problem solving

Attention to detail

Organization

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. The team is looking for a Product Support Specialist to own the full support experience for our growing SupplierConnect user base, from first contact through resolution, and to help keep internal product operations moving day to day. This role acts at the product owner of the support queue: every conversation passes through their gate. This role will make sure users get fast, informative answers no matter how complicated the issue, and that internal teams aren't sitting around waiting on routine product admin.

Most of the role sits in Intercom, our in-app support platform, owning both Tier 1 and Tier 2 conversations start to finish, with remaining time spent behind the scenes, helping internal teams with quick account and data unblocks. The role requires someone equally capable of fielding a first-touch question and resolving a complex technical escalation, and someone comfortable maintaining accurate account records across internal systems.

Given the support volume this role owns, this person is also responsible for configuring and maintaining the automations and AI-driven workflows within Intercom that let a hyper-lean support team keep pace. Key responsibilities include using and tuning the platform's built-in tools (AI-assisted triage, automations & workflows) to drive measurable results. Judgment still matters just as much as the tooling: knowing when an automated response is sufficient and when a case needs direct human attention.

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

Requirements

• 2+ years in customer or technical support, with experience owning both first-line and escalated (Tier 2) issues directly
• 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 elevate
• Organized and detail-oriented, with discipline for repetitive admin work
• Bonus: familiarity with sustainability, ESG, or supply chain data

$50,000 - $60,000 a year

Competitive benefits package available (including flexible PTO and 401k program

HowGood is an Equal Opportunity Employer. We aim to employ people who reflect the diverse nature of society and encourage candidates from all backgrounds to apply. We seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.