Product Support Specialist - Membee

Job description

## **About Membee:** Membee is the all-in-one membership management platform for associations, chambers of commerce, nonprofits and clubs. It automates renewals, events, payments and communications so small teams, often volunteer-led, can spend their time attracting, engaging and retaining members instead of administrating them. Our line is simple: grow your organization, don't administrate it. Our customers are lean teams, often one to three people. They tell us that the hands-on setup, training and support we give them is what they value most, so the people in this role matter a great deal to how customers experience Membee. ## **The role:** You will be the voice of Membee for our customers, and the person who makes support better every month. We are using AI to answer more questions faster and to cut the number of tickets customers need to send. That frees our support team to spend less time on repeat questions and more time on the problems that need a person. You will own support and support operations: live chat and tickets, help content, in-product help, and the AI that supports them. You will report to our General Manager, Care, and work every day with our small engineering team and with product. This role is for someone sharp, earlier in their career, who wants to see how an AI-enabled SaaS business runs and wants a real hand in shaping it. This is a one-year contract covering a parental leave, with possible extension into a full-time role. ## **What you'll do:** - Answer live chats and support tickets quickly and thoroughly, across membership, events, finance, CRM and website tools. Pick up the phone when a call will solve it faster. - Write and update help content so customers can find answers themselves. - Build in-product help that answers questions where the customer is working. - Improve our AI support agent, Buzz. Review its answers, find the gaps, and feed fixes back so more tickets are closed by AI chat. - Cut overall ticket volume. Trace tickets back to their cause and recommend UI/UX changes, better help docs and better AI answers. - Test new features and enhancements against a testing plan, then update documentation to match. - Act as the customer's advocate. Document recurring usability patterns in detail so product and engineering can act on them. - Pass churn risks and upsell signals to Customer Success. ## **What you'll bring:** **Required:** - 2+ years of customer support experience at an SMB or enterprise SaaS company. - Clear, structured writing. You can explain a complex idea in a help article or an internal report. - Strong root-cause thinking. You look for why a customer got stuck, not only how to unstick them. - Comfort with AI tools, and curiosity about how to make them work better for customers. **We also look for:** - A quick study who picks up new tools and products on the fly, and is happy to switch between tasks. - A warm communicator who treats a one-person office or a volunteer board with the same care as anyone else. - A self-starter who notices problems and proposes fixes without waiting to be asked. - Genuine interest in the operational needs of membership-based organizations. Nice to have: live chat experience, and hands-on experience working in the back end of websites, especially WordPress. ## **What you'll get:** - **Hands-on exposure to an AI-enabled SaaS business.** You will use AI every day and help improve it, including the agent that answers our customers. - **A window into product management.** What you learn from customers feeds directly into what we build. You will work with our General Manager and our senior engineers on priorities, and see how those decisions get made. - **Real training.** A structured onboarding period to learn the product, and a deeply experienced team who will mentor you. - **Clear goals and feedback.** We agree on goals with you and give you the feedback to grow. - **A small, quality-of-life-focused team.** Remote work, with equipment provided. ## **How we work:** You will be measured on four things: time to resolution, positive engagement score, tickets closed, and overall ticket reduction. AI is a tool that makes you better at this job. It does not replace you. Our customers value real human connection, and AI gives you more time to give it. **Our Values at Beacon Software** - Humility: We acknowledge that the path to getting to the right answer involves being wrong along the way. We have strong beliefs which are weakly held. We actively seek new ideas and believe we can learn from anyone at any time. - Honesty: We are truth seeking in our approach to business problems. Business is a repeat game and we believe that human relationships generate alpha. We understand that trust is earned over a lifetime and can be lost in an instant. - Hunger: We play to win. We hold ourselves to high standards and will not be outworked. We take pride in having a deep sense of responsibility to ourselves, each other, our partners, and our customers. We believe to whom much is given much is expected. - Horizon: We seek to build a generational software company. This will take decades. We manage our expectations and those of our partners to take advantage of the 8th wonder of the world - compounding growth. ***How We Use AI in Our Hiring Process:** To ensure transparency, we want candidates to know that Beacon Software uses Artificial Intelligence and AI-enabled tools to assist with screening, reviewing, organizing and highlighting profiles and applications that match the key requirements for each role.* ***AI does not make hiring decisions:** Every application is reviewed by a member of our team, and all decisions throughout the process are made by humans. We use AI to support efficiency and consistency, not to replace human judgment. We are committed to a fair, thoughtful, and equitable experience for every candidate.*