Product Support Specialist

Job Description

What Relocity is Doing

Relocity is reimagining the global mobility experience. We enable enterprises to attract, retain, and engage talent globally. Powered by our AI-driven workforce mobility platform, we bring together local experts and insightful content in our native mobile app to deliver an excellent user experience for people on the move. Our core values drive us to focus on our customers, innovation, integrity, and excellence. Relocity serves hundreds of cities in more than 40 markets across the United States, Europe, Asia, and Australia. Learn more at www.relocity.com.

What You’ll Do…

The Product Support Specialist serves as the first line of support for Relocity’s platform, helping internal teams, clients, and partners troubleshoot issues, navigate the product, and deliver an exceptional customer experience.

This role sits at the intersection of customer support and product operations. You will spend the majority of your time managing incoming support requests, troubleshooting issues, coordinating across teams, and ensuring customers receive timely and thoughtful resolutions. You will also develop a deep understanding of Relocity’s web and mobile applications so you can confidently answer questions, reproduce issues, and validate solutions.

This is a customer-facing role for someone who takes ownership, communicates effectively, and enjoys solving problems. You don’t need to be an engineer, but you should be comfortable learning new technology, investigating issues, and knowing when to escalate concerns to the appropriate team.

How You’ll Do It…

Support & Ticket Management (Primary Focus – Approximately 80%)

• Manage incoming support requests through Intercom and other support channels
• Respond to internal employees, clients, and partners with professionalism, empathy, and urgency
• Investigate issues, gather information, and identify potential root causes
• Reproduce reported issues and document findings clearly
• Escalate issues to Product, Engineering, or Operations teams with appropriate context and supporting details
• Monitor ticket progress and proactively follow through to resolution
• Maintain accurate ticket categorization, documentation, and status updates
• Ensure customers receive timely responses and regular communication throughout the resolution process
• Identify recurring issues, trends, and opportunities for improvement

Product Knowledge & Issue Resolution (Approximately 20%)

• Develop a strong understanding of Relocity’s web and mobile applications
• Navigate the platform confidently to support users and troubleshoot issues
• Reproduce reported issues and help validate fixes
• Participate in feature reviews and provide feedback from a user perspective
• Collaborate with Product and Engineering teams to improve the customer experience
• Support product adoption by helping users understand platform functionality and best practices

Continuous Improvement

• Contribute to the creation and maintenance of Knowledge Base documentation
• Identify opportunities to improve support processes and workflows
• Document recurring customer feedback and feature requests
• Assist with support reporting and trend analysis
• Participate in daily team standups and cross-functional collaboration
• Support special projects that improve customer experience and operational efficiency

Who You Are…

• You take ownership and follow through on commitments
• You are naturally curious and enjoy figuring out how things work
• You communicate clearly and professionally, even in challenging situations
• You can manage multiple priorities and adapt quickly as needs change
• You know when to work independently and when to seek support or escalate an issue
• You are organized, resourceful, and comfortable operating in a fast-paced environment
• You enjoy collaborating with teammates and building strong working relationships
• You proactively identify problems and look for solutions rather than waiting for direction

What Past Experience and Current Skills Will Enable Your Success In This Role?

• 3+ years of experience in technical product support, SaaS support, customer support, customer success, or a related customer-facing role
• Experience supporting software products, web applications, or mobile applications
• Exceptional written and verbal communication skills
• Strong organizational skills and attention to detail
• Ability to manage multiple priorities while maintaining a high level of quality and responsiveness
• Demonstrated problem-solving and critical thinking skills
• Experience investigating issues, troubleshooting customer concerns, and communicating solutions clearly
• Ability to work independently while collaborating effectively across teams
• Comfort learning new technologies, systems, and workflows
• Familiarity with ticketing platforms such as Intercom, Zendesk, Jira, or similar tools

Preferred Qualifications

• Experience supporting SaaS products or software platforms
• Experience working with mobile and web applications
• Experience creating Knowledge Base articles, support documentation, or user guides
• Experience working in a startup or fast-paced technology environment
• Familiarity with customer support metrics, SLAs, and ticket management best practices

How We Support You and Work Life Balance…

• Competitive salary
• Paid Time Off
• Health, Dental, Vision, LTD Insurance
• 401k
• Remote workplace

Pay Range: $65,000–$80,000 base salary

Relocity is an Equal Opportunity Employer and does not discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Relocity will only employ those who are legally authorized to work. Any offer of employment is conditioned on the successful completion of a background investigation, credit check and drug test.

#LI-AC2

#LI-Remote