Product Support Specialist

About Relocity: Relocity is the premier, internationally recognized global mobility technology pioneer, workforce relocation innovator, and mobile software platform leader on an absolute mission to reimagine how multinational enterprises attract, retain, and engage talent globally. Powered by an advanced, AI-driven workforce mobility platform, Relocity unifies boots-on-the-ground local experts with rich, insightful neighborhood content delivered through a premium native mobile application. Serving hundreds of major global metropolises across more than 40 markets throughout the United States, Europe, Asia, and Australia, the platform strips away legacy relocation friction to provide people on the move with an elite, intuitive user experience. Driven by core values of innovation, customer devotion, absolute integrity, and operational excellence, the organization offers technology-minded support experts an uncompromised, remote-first environment to master platform tools and optimize client success safely across global relocation networks.

Position Overview

We are seeking a highly analytical, systems-minded Product Support Specialist to join our core centralized Customer Success organization in a full-time remote capacity within the United States. Sitting precisely at the high-impact intersection of customer support and product operations, this position claims individual operational accountability for serving as the primary first line of technical defense for Relocity’s global platforms. Shifting completely away from mechanical script reading or passive message forwarding, you will spend approximately 80% of your time managing incoming support queues, troubleshooting technical user errors, and reproducing application anomalies to ensure internal employees, corporate clients, and global partners receive thoughtful resolutions. This role requires an independent problem solver with 3+ years of SaaS support experience who masters web and mobile system interfaces fluidly, translates client symptoms into descriptive engineering tickets cleanly, and monitors case SLAs tightly to maximize platform adoption.

Key Responsibilities

• Frontline Support and Ticket Governance: Manage, triage, and systematically resolve incoming software requests and platform questions flowing through primary **Intercom** channels, handling requests with empathy, urgency, and absolute professionalism.
• B2B Client Relationship Care: Respond to enterprise corporate customers, global destination partners, and internal staff members, natively utilizing Customer Support best practices to drive platform satisfaction.
• Technical Root-Cause Investigation: Research, diagnose, and troubleshoot complex application issues across multi-tier accounts natively leveraging Technical Support frameworks to isolate underlying system faults.
• Manuscript Testing and Reproduction: Navigate Relocity’s production environments to actively reproduce reported web and mobile app anomalies, detailing precise technical steps, device profiles, and environment logs for internal teams.
• Structured Engineering Escalation Management: Document and escalate verified software bugs with appropriate context, system metadata, and supporting visuals to core Product, Engineering, and Operations cells.
• Knowledge Base and Runbook Curation: Author, expand, and systematically maintain public-facing help documentation, continuous support workflow tutorials, internal knowledge bases, and user onboarding guides.
• Product Feature Feedback Injection: Participate actively in product feature reviews, cross-functional standups, and delta syncs, supplying vital user-perspective data lines to enhance the software design loop.
• Trend Analysis and Support Reporting: Track support metric indicators, isolating recurring user bottlenecks, software visibility trends, and feature requests to optimize support pipeline efficiencies.

Required Skills & Qualifications

• 3+ years of verified professional history running advanced technical product support, SaaS customer service, application helpdesk operations, software client success management, or enterprise case management.
• Deep, authoritative technical command of customer ticketing structures, tracking service level agreements (SLAs), ticket categorization rules, and automated workflow queues.
• Expert-tier software proficiency investigating, diagnosing, and resolving software formatting bugs or interface logic hitches natively utilizing Customer Support platform dashboards (explicitly including Intercom, Zendesk, or Jira).
• Practical operational familiarity navigating and auditing cloud-connected digital platforms natively leveraging Technical Support diagnostic procedures across web applications and native iOS or Android mobile environments.
• Demonstrated capability to balance multiple operational priorities independently under pressure, maintaining a high level of responsiveness and meticulous attention to detail in fast-paced startup frameworks.
• Outstanding verbal and written communication traits in fluent English, with a proven ability to distill complex software anomalies into highly scannable engineering summaries.
• Location Context: Position open exclusively to qualified customer support specialists base-stationed permanently and resident within the **United States** to execute helpdesk operations under a 100% remote layout.

Preferred Strategic Indicators (Nice to Have)

• Prior commercial helpdesk or operations history operating within a global mobility startup, travel technology platform, talent management SaaS firm, or fast-scaling corporate relocation enterprise.
• Experience drafting technical user guides, product functionality explainers, or programmatic software release descriptions.
• An outcome-driven personal philosophy rooted in natural curiosity, a passion for figuring out how complex software tools work under the hood, and a proactive drive to identify operational solutions before direction is given.

What We Offer

• Calibrated U.S. Base Salary Range: An attractive full-time base salary scale structured transparently between $65,000 – $80,000 USD per year, calibrated precisely to evaluate and reward your technical support authority, troubleshooting velocity, and client handling skills.
• The exceptional professional canvas to directly direct, shape, and execute the frontline support frameworks power-routing next-generation global mobility systems for massive international enterprises.
• Profound work-from-home remote parameters offering a permanent remote workplace setup, complete scheduling trust, and zero physical geographic office commuting friction across America.
• Immediate eligibility to enroll in comprehensive corporate benefits, including premium medical, dental, and vision insurance coverage options.
• Access to robust long-term financial security benefits, featuring a company-sponsored corporate **401(k)** investment program alongside Long-Term Disability (LTD) protections.
• Generous personal and health calibration perks, featuring a comprehensive Paid Time Off (PTO) vacation framework to support a sustainable, positive work-life balance.