Product Support Specialist

About Tremendous: Tremendous is the leading global financial platform built for businesses to send thousands of payouts, rewards, and incentives to anyone, anywhere, completely for free. Trusted by over 20,000 prominent organizations including Atlassian, MIT, and United Way, Tremendous delivers custom gift cards and money infrastructure to millions of recipients worldwide. Operating as a highly profitable, investor-independent enterprise, we feature a unique remote-first, high-documentation, and low-meeting operational culture.

Role Summary

We are looking for an enthusiastic, system-curious Product Support Specialist to act as a core advocate for our global business customers. In this role, you will not simply field incoming ticket parameters; instead, you will proactively diagnose the root causes of system anomalies, identify the deeper underlying needs of our users, and shape Tremendous' communication voice. This position requires deep customer empathy, composed multitasking capabilities, and a collaborative ownership mentality within a high-documentation workspace.

Key Responsibilities

• First-Level Problem Solving: Act as the first point of contact for complex customer inquiries streaming through email and phone channels, operating as a subject matter expert on the platform.
• Technical Escalation Management: Isolate platform bug behaviors, logging and cascading critical issues to corresponding engineering or finance product squads while maintaining transparent communications with affected users.
• Feedback Trend Ingestion: Capture, synthesize, and categorize recurring customer feedback trends to assist product managers in prioritizing long-term development roadmaps.
• Knowledge Bank Stewardship: Author, update, and refine internal technical runbooks alongside external-facing customer help center documentation to scale operational self-service efficiency.
• Process Optimization: Partner cross-functionally across support teams to audit internal processes, establish clear responsibility ownership parameters, and improve ticket lifecycle speeds.

Required Skills & Qualifications

• Completed Bachelor’s degree from an accredited institution.
• 1–2 years of verified professional experience operating within a high-touch customer-facing role, digital client account management, or platform support track.
• Excellent communication skills with a demonstrated ability to synthesize technical jargon into clear, concise, and professional written text.
• Strong emotional intelligence, including patience, composure, and empathy under tight operational SLAs.
• Proven capacity to multitask, independently prioritize varying queue densities, and maintain structural tracking documentation.
• Proactive "get-things-done" execution mindset with the adaptability to learn complex internal financial or payout routing workflows quickly.
• A curious outlook regarding global payout mechanisms, API integrations, or SaaS reward delivery pipelines.
• Location Constraint: 100% remote working infrastructure framework open to eligible candidates working from anywhere across the Americas.

What We Offer

• Competitive Compensation: Baseline salary range of $75,000 - $80,000 USD per year accompanied by equity option allocations.
• 100% company-covered healthcare coverage premiums (US-based).
• True work-life balance backed by Unlimited Paid Time Off (PTO) allowances.
• 12 to 16 weeks of fully paid parental leave benefits.
• NPS rating in the high 80s, confirming an elite internal culture centered around engineering documentation quality rather than meeting overhead.