Product Support Specialist

<div class="content-intro"><p>At Podium, we bring AI Employees to local businesses that turn every conversation into revenue. Trusted by 60,000+ businesses across Auto, Home Services, and Aesthetics, Podium captures and converts leads 24/7, driving both new business and repeat customers.</p> <p>In under 24 months, we crossed $100M in AI Agent ARR, scaling 300% year-over-year. During this time, we’ve deployed 10,000 AI employees to empower real business outcomes for our customers. Podium is building what we believe will be the most impactful AI employee ecosystem for local business.</p> <p>Podium has been recognized as the Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and awarded the #1 AI Agent for Business Operations by G2.</p> <p>Our growth is fueled by hiring exceptional people, holding them to high standards, and creating opportunities for them to grow and make an impact. Our <strong><a href="https://www.podium.com/operating-principles">operating principles</a></strong> guide daily behavior and ensure we hire people who will thrive at Podium. If you're hungry for growth, aligned to our operating principles, and ready to get to work, you won't find a better place to learn and accelerate your career.</p></div><p><span style="font-weight: 400;">Our Customer Support efforts are essential to our customers' experience, helping to answer questions, troubleshoot customer inquiries, and working creatively to keep customers working on what matters most: growing their business!&nbsp;</span></p> <p><span style="font-weight: 400;">People who thrive in this role are curious and creative; they’re driven by empowering others to be successful. They’re energized by the opportunity to be challenged and enjoy growing and stretching their skills every day. The customer is at the center of everything we do.</span></p> <p><strong>What you will be doing:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">You will work with Podium customers to answer how-to questions and troubleshoot the Podium platform. When customers have questions, you have answers!</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You will deliver a “human-first” experience and resolutions for customers through voice and written interactions across chat, email, phone, and Podium tools in a timely and accurate manner.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You will become an expert in Podium products, both at a technical and customer use-case level.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You will not stop at a simple resolution, but will look for opportunities to help customers maximize their value from Podium, looking for new ways to work smarter and delight customers!</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You will work with Podium to increase organizational efficiencies, share feedback,&nbsp; and&nbsp; help others work smarter while driving customer value higher.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You will collaborate with certain Podium departments (Sales, Onboarding, Account Management, Retention, etc.) to increase customer engagement and contribute to retaining customers long term!&nbsp;</span></li> </ul> <p><strong>General terms of contract fulfillment:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Ticket Resolution + Case Volume</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Customer Satisfaction + Quality of Customer Interactions</span></li> </ul> <p><strong>What experience you should have:</strong></p> <ul> <li style="font-weight: bold;"><strong>MUST SPEAK ENGLISH FLUENTLY</strong></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Must be geographically based in <strong>Lahore, Pakistan</strong></span></li> <li style="font-weight: 400;"><span style="text-decoration: underline;"><span style="font-weight: 400;">Must be available to work onsite at our Lahore office location</span></span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">2-3 years of providing Software-as-a-Service (SaaS) customer support to businesses, with examples where you’ve influenced customers for the better</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Demonstrated background of providing support for multiple online software or SaaS products and/or IT experience</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience building best practices geared towards supporting quality and efficiencies, potentially from having served as a Subject Matter Expert (SME) or in other roles</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">The ability to balance working independently and through ambiguity while contributing to improving customer satisfaction</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Multiple examples of prioritizing for the highest impact/value work amongst competing priorities or demands</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">You are familiar with basic web technologies (ex: HTML, CSS, JSON, and JavaScript)</span></li> <li><span style="font-weight: 400;">You are familiar with navigating and working with multiple support systems, such as or similar to the following (ex: Salesforce, Twilio, ServiceNow, Zendesk, Freshdesk, Service Cloud, LiveAgent, Intercom etc)</span></li> </ul> <p><strong>What you should know:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Must be available to provide the services within U.S. business hours<br></span></li> </ul> <p><em><span style="font-weight: 400;">Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.&nbsp;</span></em></p>