Product Support Specialist — AI-Driven Support & Ops

HowGood; Stone Ridge (NY); On-site; USD 60,000 - 80,000; 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 user base, guiding conversations from first contact through resolution. You’ll manage Tier 1 and Tier 2 inquiries in Intercom, while coordinating with product and engineering to unblock accounts and data issues.

You’ll also help standardize processes, tune AI-driven automations, and maintain accurate internal records, driving CSAT and faster resolutions in a fast-paced, data-driven

Qualifications

• 2+ years in customer or technical support.
• Experience owning both first-line and escalated issues.
• Comfort 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 amplify.
• Bonus: familiarity with sustainability or supply chain data.

Responsibilities

• Own the full support queue end to end, Tier 1 and Tier 2.
• Triage by type and urgency; resolve directly or escalate to product/engineering.
• Maintain saved replies, workflows, automations, and help center content.
• Surface recurring issues to Product with data to back it up.
• Configure Intercom's AI-driven automations and pattern recognition.
• Handle internal triage for product admin requests (account setup/config).
• Relay updates to marketing ops for internal docs changes.

Skills

Customer support

Technical support

Written communication

Judgment

Organized

Sustainability awareness

Tools

Intercom

Zendesk

Job description

HowGood is seeking a Product Support Specialist to own the full support experience for our SupplierConnect user base, guiding conversations from first contact through resolution. You’ll manage Tier 1 and Tier 2 inquiries in Intercom, while coordinating with product and engineering to unblock accounts and data issues.

You’ll also help standardize processes, tune AI-driven automations, and maintain accurate internal records, driving CSAT and faster resolutions in a fast-paced, data-driven