Product Support Specialist

Job description

HowGood is a mission-driven, product-led organization scaling our B2B SaaS platform PCF & Scope 3 platform, Latis. We enable Brands, Suppliers & Retailers to map their complex supply chains, connecting thousands of companies through our platform to collectively decarbonize the food industry, one data point at a time. The team is looking for a Product Support Specialist to own the full support experience for our growing SupplierConnect user base, from first contact through resolution, and to help keep internal product operations moving day to day. This role acts at the product owner of the support queue: every conversation passes through their gate. This role will make sure users get fast, informative answers no matter how complicated the issue, and that internal teams aren't sitting around waiting on routine product admin. Most of the role sits in Intercom, our in-app support platform, owning both Tier 1 and Tier 2 conversations start to finish, with remaining time spent behind the scenes, helping internal teams with quick account and data unblocks. The role requires someone equally capable of fielding a first-touch question and resolving a complex technical escalation, and someone comfortable maintaining accurate account records across internal systems. The specialist is also responsible for maintaining a direct and clear channel of communication to the product teams, using pattern recognition and analysis across the ticket queue to spot recurring issues, surface them to Product with the data to back it up, and drive improvement of support metrics. This team member will play a direct role in standardizing support processes, improving operational efficiency, and driving measurable gains in CSAT and resolution metrics, with direct visibility into the Product development teams on user trends and product feedback. Given the support volume this role owns, this person is also responsible for configuring and maintaining the automations and AI-driven workflows within Intercom that let a hyper-lean support team keep pace. Key responsibilities include using and tuning the platform's built-in tools (AI-assisted triage, automations & workflows) to drive measurable results. Judgment still matters just as much as the tooling: knowing when an automated response is sufficient and when a case needs direct human attention. ### 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 to speed up resolution of common issues - Surface recurring issues and pain points to Product and keep SLA metrics healthy - Configure and maintain Intercom's AI-driven automations, including pattern recognition, auto-triage, and response suggestions, to keep pace with ticket volume - Own internal triage for product admin requests, like account setup/configuration and permissions - Timely relay updates to marketing ops owner for updates to internal documentation (setup guides, FAQs, process docs) as product and process change ### Requirements - 2+ years in customer or technical support, with experience owning both first-line and escalated (Tier 2) issues directly - Comfort configuring and tuning 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 escalate - Organized and detail-oriented, with discipline for repetitive admin work - Bonus: familiarity with sustainability, ESG, or supply chain data