Product Support Specialist: Tier 1–2 & CSAT Focus

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

Benefits offered by this job

Flexible PTO

401k program

Job summary

HowGood in Stone Ridge, NY is seeking a Product Support Specialist to own the full support experience for our growing SupplierConnect user base, from first contact through resolution. You will act as the product owner of the support queue, ensuring fast, clear responses and preventing delays for internal teams.

From Intercom-driven Tier 1 and Tier 2 conversations to behind-the-scenes data clean-up and automations, you will optimize CSAT and resolution metrics, share insights with Product, and

Qualifications

• 2+ years in customer or technical support, owning both first-line and escalated issues.
• Experience 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 escalated.
• 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.
• Surface recurring issues to Product and keep SLA metrics healthy.
• Configure and maintain Intercom's AI-driven automations to keep pace with ticket volume.
• Own internal triage for product admin requests (account setup/configuration and permissions).
• Relay updates to internal stakeholders as product and process change.

Skills

2+ years in support

AI automation tuning

Intercom / Zendesk

Clear written communication

Attention to detail

Sustainability domain knowledge

Tools

Intercom

Zendesk

Job description

HowGood in Stone Ridge, NY is seeking a Product Support Specialist to own the full support experience for our growing SupplierConnect user base, from first contact through resolution. You will act as the product owner of the support queue, ensuring fast, clear responses and preventing delays for internal teams.

From Intercom-driven Tier 1 and Tier 2 conversations to behind-the-scenes data clean-up and automations, you will optimize CSAT and resolution metrics, share insights with Product, and