Product Support Specialist

About the role

Podium is seeking a Product Support Specialist to assist customers using its AI‑driven SaaS platform. You will answer how‑to questions, troubleshoot issues, and deliver a human‑first experience across multiple communication channels.

Key responsibilities

• Respond to customer inquiries via chat, email, phone, and Podium tools.
• Provide accurate, timely resolutions and guide customers on platform usage.
• Develop deep expertise in Podium products and common use‑cases.
• Identify opportunities to increase customer value and suggest improvements.
• Share feedback with internal teams to enhance product and processes.
• Collaborate with Sales, Onboarding, Account Management, and Retention teams to boost engagement and retention.
• Meet ticket‑resolution, case‑volume, and customer‑satisfaction targets.

Required profile

• Fluent English communication skills.
• Based in Lahore, Pakistan and able to work onsite.
• 2–3 years experience delivering SaaS customer support.
• Strong problem‑solving attitude and curiosity.
• Ability to work collaboratively across departments.

Required skills

• SaaS platform knowledge (Podium platform).