Product Support Specialist, Passion.io

• If you thrive in fast-paced environments, love being the go-to helper, and enjoy turning “I don’t know how” into “nailed it!” - this might just be your perfect role!!
• 2+ years of experience in a SaaS support role, preferably working with non-technical users
• Experience supporting customers through email and chat, with a strong track record of clear, friendly written comms
• Passion for solving recurring problems, not just patching symptoms ➡️you ask why, not just what now?
• Collaborative mindset with experience working across teams like support, product, or engineering
• Self-starter attitude - you're not waiting for instructions, you're already halfway to a solution 🏁
• You thrive in ambiguous situations and bring structure wherever you go
• Strong communication and feedback skills - you're not afraid to #speakyourheart or support others

Desirable

• Handle product and billing inquiries through email, chat, and (when needed) calls - with a clear, helpful, and human-first approach
• Troubleshoot Tier 1 user issues, guide creators through solutions, and follow up to make sure things feel smooth and stress-free
• Escalate more complex issues to the appropriate team while keeping communication and momentum flowing
• Stay up to date on new features and known bugs so your answers are accurate, timely, and confidence-building
• Support creators during onboarding, tech setups, and day-to-day usage
• Share common bugs, patterns, and creator feedback with internal teams to drive product improvement
• Represent the Passion brand in every interaction - clear, calm, compassionate, and creator-obsessed
• Build trust with every support touchpoint by being resourceful, proactive, and solution-oriented
• Look for opportunities to surprise and delight: quick turnarounds, thoughtful tips, and those “you made my day” moments
• Show up for your team! Jump in to help with tough tickets, share knowledge, and offer backup when needed
• Join team meetings and feedback sessions with energy and ideas - we're big on shared wins and continuous learning
• Be ready to hop on a quick live call if written support just won’t cut it

• Let’s connect - Discovery Chat: We’ll kick things off with a relaxed 30-minute chat with our Senior Talent & People Ops Manager, Monique. Expect a genuine convo about your experience, interests, and what excites you. We’ll share insights about Passion.io, our culture, and what makes this role so impactful 🏋️
• 2️⃣Let’s go deeper - Technical Round: Next, you’ll meet Georgie, our Product Support Lead. This session dives into the nitty-gritty of technical problem solving and a behind-the-scenes peek at our current tooling, challenges, and how we think about support as a driver of customer delight, not just issue resolution 💡
• 3️⃣Let’s meet the Crew - Sync Up with the Team: Culture fit matters (but we like to say culture add). This step is all about connection - a relaxed conversation with teammates to explore how we work together, learn from one another, and create a collaborative spark ✨
• 4️⃣Let’s co-create - Collaborative Insights: This round with Jarret, our CS Squad Lead, is about discovering how our styles align when we’re solving problems as a team. It’s all about creative exchange and co-building energy ⚡
• 5️⃣Let’s align - Final Vision Conversation: Finally, connect with Eva (Head of Ops) and Dan (Co-Founder). This is where we zoom out and dream big - how your story fits into our mission, and how we can make magic together. 💫