Product Support Specialist

Podium is revolutionizing local business interactions by providing AI Employees that transform every conversation into revenue. Trusted by over 60,000 businesses across industries such as Auto, Home Services, and Aesthetics, Podium’s AI solutions capture and convert leads around the clock, driving both new customer acquisition and repeat business. In just under two years, Podium has surpassed $100 million in AI Agent Annual Recurring Revenue (ARR), achieving an impressive 300% year-over-year growth. With more than 10,000 AI employees deployed, Podium is committed to building the most impactful AI employee ecosystem for local businesses. Recognized by Inc. Magazine, OpenAI, and G2 for excellence in AI implementation and business operations, Podium’s success is fueled by hiring exceptional talent, fostering growth, and maintaining high standards.

Key Responsibilities
- Provide expert support to Podium customers by answering how-to questions and troubleshooting issues related to the Podium platform.
- Deliver a “human-first” customer experience through timely and accurate communication via chat, email, phone, and Podium tools.
- Develop deep expertise in Podium’s products, understanding both technical details and customer use cases.
- Go beyond basic problem resolution by identifying opportunities to help customers maximize their value from Podium’s offerings.
- Contribute to increasing organizational efficiency by sharing feedback and collaborating with internal teams to improve processes.
- Work closely with departments such as Sales, Onboarding, Account Management, and Retention to enhance customer engagement and support long-term retention.
- Meet performance standards related to ticket resolution, case volume, customer satisfaction, and quality of interactions.

Required Qualifications
- Fluent English communication skills are essential.
- Must be based in Lahore, Pakistan, and able to work onsite at the Lahore office location.
- 2-3 years of experience providing customer support for Software-as-a-Service (SaaS) products, with a proven track record of positively influencing customers.
- Experience supporting multiple online software or SaaS products, or relevant IT support background.
- Demonstrated ability to develop best practices aimed at improving support quality and efficiency, potentially through roles such as Subject Matter Expert (SME).
- Ability to work independently and navigate ambiguity while maintaining a strong focus on customer satisfaction.
- Proven skills in prioritizing tasks to deliver the highest impact amidst competing demands.
- Familiarity with basic web technologies including HTML, CSS, JSON, and JavaScript.
- Experience using multiple support systems such as Salesforce, Twilio, ServiceNow, Zendesk, Freshdesk, Service Cloud, LiveAgent, or Intercom.

Additional Requirements
- Availability to provide support during U.S. business hours.

Podium is proud to be an equal opportunity employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status, or veteran status. This commitment ensures a diverse and inclusive workplace where every individual can thrive and contribute meaningfully.