Product Support Specialist – Customer Success
Podium · Guatemala
Description du poste
About the role
Podium is looking for a Product Support Specialist to help its customers in Guatemala City get the most out of its AI‑driven SaaS platform. You will act as the first point of contact, answering how‑to questions and troubleshooting issues across multiple channels.
Key responsibilities
- Respond to customer inquiries via chat, email, phone and Podium tools, providing accurate and timely resolutions.
- Become an expert on Podium’s products, both technically and from a use‑case perspective.
- Identify opportunities to increase customer value and suggest smarter ways of using the platform.
- Collaborate with Sales, Onboarding, Account Management and Retention teams to boost engagement and long‑term retention.
- Track and improve ticket resolution, case volume, and customer satisfaction metrics.
Required profile
- Fluent English communication skills.
- Based in Guatemala City, Guatemala.
- 2–3 years of SaaS customer support experience, with proven influence on business customers.
- Curious, creative and motivated to empower customers and solve problems.
Required skills
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Podium
Guatemala
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