Product Support Specialist (Pakistan, Lahore - 5 days onsite)

Podium is revolutionizing local business communication 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 captures and converts leads around the clock, driving both new business growth and repeat customer engagement. In less than two years, the company has surpassed $100 million in AI Agent annual recurring revenue, scaling at 300% year-over-year and deploying 10,000 AI employees to deliver tangible business outcomes. Recognized by Inc. Magazine, OpenAI, and G2 for its innovative AI solutions, Podium is committed to building the most impactful AI employee ecosystem for local businesses. The company fosters a culture of high standards, growth opportunities, and a strong alignment with its operating principles, making it an ideal environment for driven professionals ready to accelerate their careers.

Key Responsibilities

- Troubleshoot and resolve complex product-related issues to ensure customers realize value from Podium’s solutions.
- Communicate effectively with customers via multiple channels including email, SMS, phone, and video calls, ensuring timely resolution and clear communication of urgency.
- Act as a point of escalation by validating the legitimacy of product issues within the support team.
- Collaborate closely with the Product team to develop feedback systems that enhance product development.
- Build and maintain efficient processes for troubleshooting, documentation, escalation, and prioritization of product issues or requests.
- Create and regularly update internal documentation covering products and support processes.
- Train internal teams on product features, updates, and best practices to ensure consistent knowledge sharing.
- Maintain open communication channels across Support and Product teams to facilitate issue resolution.
- Work collaboratively with customer-facing teams to ensure complete resolution of customer concerns.
- Recommend and assist in deploying fixes for verified code-related problems in partnership with Product and Engineering.
- Represent the Voice of the Customer by organizing and sharing qualitative and quantitative feedback with cross-functional teams to drive product improvements.
- Participate in cross-functional initiatives aimed at enhancing the overall customer experience.
- Resolve escalated cases promptly while holding Product and Engineering teams accountable to established Service Level Agreements.

Required Qualifications

- Strong customer-first mindset with a high degree of empathy.
- Experience in direct customer communication.
- 1-2 years of experience in Product or Technical Support roles.
- Proven ability to manage multiple projects simultaneously, handling varying levels of complexity.
- Capacity to innovate and improve processes within an unstructured environment.
- Familiarity with modern web services, APIs, and scripting languages.
- Analytical and data-driven approach to problem-solving.

Additional Information

Podium values diversity and is an equal opportunity employer, encouraging candidates from all backgrounds and experiences to apply. Successful applicants will be required to complete a background check as part of the hiring process.

This role is based in Lahore and requires five days onsite work, offering a unique opportunity to contribute to a fast-growing company recognized for its innovation and impact in the AI and local business space. If you are curious, creative, and committed to continuous improvement, Podium offers an environment where you can thrive and make a meaningful difference.