Product Support Specialist, Rundoo

• This role is ideal for someone who thrives on problem-solving, enjoys helping small business owners succeed, and wants to grow with a fast-paced startup
• We care more about aptitude and drive than checking boxes on years of experience. The ideal candidate is smart, hungry to learn, and thrives on solving problems independently
• Exceptional attention to detail - You catch discrepancies others miss, especially when working with numbers and data
• Strong independent problem-solver - You can troubleshoot ambiguous issues without constant hand-holding
• Excellent written and verbal communication - You can explain complex concepts clearly to non-technical small business owners
• Organizational excellence - You can manage multiple priorities, juggle competing tickets, and maintain composure during high-volume periods
• Customer-centric mindset - You genuinely enjoy helping people and build positive relationships even when customers are frustrated
• Comfort with ambiguity - You can navigate situations without clear answers and figure out solutions through research and creative thinking
• Experience with SaaS products or technology companies
• Comfortable learning and becoming expert in complex software (our full ERP platform)
• Proficient with spreadsheets (Google Sheets/Excel) for data analysis
• Strong analytical skills for investigating balance discrepancies and data issues
• Able to work during required hours

Desirable

• Working Hours: 8am - 5pm Pacific Time
• As a Product Support Specialist at Rundoo, you will be the primary point of contact for clients in their time of need
• You'll help independent hardware and paint store owners solve problems across our full ERP platform: from POS transaction issues to inventory sync problems, accounting reconciliation, and user training questions
• You'll work alongside Robbie (our West Coast support specialist) to provide coast-to-coast coverage for our growing client base
• You'll report to Vidhan, Rundoo's Head of Product and Client Experience, and collaborate closely with our Client Success and Engineering teams to ensure client needs are met and product improvements are identified
• Provide exceptional support via Intercom chat, email, and phone to hardware and paint store owners and their staff
• Resolve diverse technical issues including POS troubleshooting, inventory sync problems, accounting reconciliation, report generation, and user training questions
• Perform data analysis and reconciliation work using spreadsheets to investigate balance discrepancies and help clients understand their numbers
• Collaborate with Engineering to communicate customer issues, submit detailed bug reports with reproduction steps, and help troubleshoot technical problems
• Leverage AI-assisted tools (Intercom AI, ChatGPT, Claude) to improve response quality, efficiency, and documentation
• Partner with Client Success team by escalating at-risk accounts, identifying training needs, and flagging patterns that indicate broader issues
• Contribute to knowledge base by documenting solutions, creating help articles in Notion, and improving self-service resources
• Maintain metrics including <24hr resolution time for 90%+ of tickets, <5min average first response time, and >80% customer satisfaction

• Recruiter Screen (20 minutes): Introductory conversation with Amanda to get to know each other
• First Round with Vidhan (30 minutes): Experience and resume review
• Onsite Interview – Redwood City:
• Conversation with Claire (30 minutes): Escalation role-play and communication skills assessment
• Conversation with Leigh (30 minutes): Troubleshooting discussion
• Meal with Vidhan (1 hour)
• Quick call with Nick (15 minutes)
• Reference Check