User Support Specialist

We are looking for a User Support Specialist to provide excellent support to users of our conversational AI assistant that helps manage personal finances. This role focuses on responding to user queries, resolving issues, and ensuring a smooth and positive user experience while working closely with product and engineering teams.ResponsibilitiesRespond to user inquiries via email, chat, and phone in a timely and professional mannerTroubleshoot user issues including account access, app behavior, billing, and feature usageEscalate technical bugs and complex issues to engineering with clear reproduction stepsMaintain and update help documentation, FAQs, and support responsesTrack recurring issues and share insights with product and engineering teamsAssist users with onboarding, account setup, and feature adoptionFollow up with users after issue resolution to ensure satisfactionQualification1–2 years of experience in customer support, help desk, or a user-facing roleStrong written and verbal communication skills and modern layout patternsAbility to explain technical issues clearly to non-technical usersComfortable working with digital tools and technical productsMust HaveExcellent written communication with a professional and empathetic toneStrong problem-solving and troubleshooting skillsAbility to manage multiple support requests and prioritize effectivelyDetail-oriented approach to documenting issues and resolutionsAbility to work independently in a remote environmentNice to haveExperience supporting mobile apps or SaaS productsFamiliarity with financial or billing-related productsExperience with support tools such as Intercom, Freshdesk, or similarExperience writing or maintaining help center documentationBasic understanding of APIs and mobile app functionalityWhat's great in the job?Great team of smart people, in a friendly and open cultureNo dumb managers, no stupid tools to use, no rigid working hoursNo waste of time in enterprise processes, real responsibilities and autonomyExpand your knowledge of various business industriesCreate content that will help our users on a daily basisReal responsibilities and challenges in a fast evolving company#J-18808-Ljbffr