Product Support Specialist, SourceDay
More information about location
Supply chain management platform
Job no longer available
Supply chain management platform
21-100 employees
Job no longer available
More information about location
21-100 employees
Company mission
SourceDay's mission is to rebuild trust between manufacturers, distributors, direct-to-consumer businesses, and their suppliers.
Role
Who you are
- We are growing our Product Support team and seeking a Product Support Specialist who thrives in a fast-paced, collaborative environment
- This position is ideal for someone who is curious, empathetic, technically minded, and motivated to make an impact
- Experience: 2+ years of client or technical support experience in a SaaS environment
- Communication: Clear, empathetic, and professional communication skills, both written and verbal
- Problem-solving mindset: Strong analytical thinking with a creative, customer-first approach to finding solutions
- Adaptability: Fast learner who is comfortable working with evolving tools and technologies
- Attention to detail: Strong organizational skills and a commitment to accuracy in every task
- Technical aptitude: Familiarity with SQL databases and comfortable using tools such as Jira, Zendesk, and Confluence
- Team spirit: Collaborative and eager to contribute to a supportive, high-performing team
What the job involves
- In this role, you will serve as the frontline connection between our customers and our platform, helping users solve complex challenges, learn new features, and maximize the value of SourceDay
- You will work closely with our Operations, Product, Engineering, and Customer Success teams to ensure every interaction strengthens customer trust and satisfaction
- Deliver exceptional support: Take ownership of customer satisfaction across email, live chat, and phone channels
- Resolve challenges: Diagnose and resolve customer issues while collaborating with engineering and product teams to implement effective solutions
- Document insights: Capture recurring issues, solutions, and best practices to strengthen internal knowledge sharing
- Educate and empower: Develop a deep understanding of SourceDay’s solutions to guide customers toward the best workflows for their needs
- Collaborate cross-functionally: Partner with teams across the company to share customer feedback and enhance the product experience
- Test and improve: Participate in product testing and provide meaningful feedback to support upcoming releases
- Hours vary between 7:00 AM and 7:00 PM, Monday through Friday, with occasional evening or weekend work required to support international customers
Our take
SourceDay provides companies with supply chain management software which automates communication between buyers and suppliers and integrates with any ERP (enterprise resource planning) system.
Founded in 2013 and already well established, SourceDay’s growth predates the current supply chain crunch, which is feeling the effects of growing demand, labor shortages, and geopolitical issues.
That being said, the fact that the company has completed a number of major funding rounds since 2020 highlights that it’s in a strong position to capitalise on a turbulent market. The company is now eyeing a period of rapid growth, partnering with companies like cloud-based Accounts Payable solution Medius to accelerate supply chain management operations.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Feb 2022
$31.5m
SERIES C
Apr 2020
$12.5m
SERIES B
Total funding: $54.8m
Company HQ
The Arboretum At Great Hills, Austin, TX
Leadership
Tom Kieley
(Co-Founder & Member of the Board of Directors)Previously worked as Global Account Manager at Actian Corporation, and was Enterprise Channel Manager at Assure Software. Also co-founded RightGift.com.
Clint McRee
(Co-Founder)Previously worked as an Account Executive at Appirio, and as Major Account Manager at Rally Software.
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