Product Support Specialist

What Relocity is Doing

Relocity is reimagining the global mobility experience. We enable enterprises to attract, retain, and engage talent globally. Powered by our AI-driven workforce mobility platform, we bring together local experts and insightful content in our native mobile app to deliver an excellent user experience for people on the move. Our core values drive us to focus on our customers, innovation, integrity, and excellence. Relocity serves hundreds of cities in more than 40 markets across the United States, Europe, Asia, and Australia. Learn more at www.relocity.com .

What You’ll Do…

The Product Support Specialist serves as the first line of support for Relocity's platform, helping internal teams, clients, and partners troubleshoot issues, navigate the product, and deliver an exceptional customer experience.

This role sits at the intersection of customer support and product operations. You will spend the majority of your time managing incoming support requests, troubleshooting issues, coordinating across teams, and ensuring customers receive timely and thoughtful resolutions. You will also develop a deep understanding of Relocity's web and mobile applications so you can confidently answer questions, reproduce issues, and validate solutions.

This is a customer-facing role for someone who takes ownership, communicates effectively, and enjoys solving problems. You don't need to be an engineer, but you should be comfortable learning new technology, investigating issues, and knowing when to escalate concerns to the appropriate team.

How You’ll Do It…

Support Ticket Management (Primary Focus – Approximately 80%)

Manage incoming support requests through Intercom and other support channels

Respond to internal employees, clients, and partners with professionalism, empathy, and urgency

Investigate issues, gather information, and identify potential root causes

Reproduce reported issues and document findings clearly

Escalate issues to Product, Engineering, or Operations teams with appropriate context and supporting details

Monitor ticket progress and proactively follow through to resolution

Maintain accurate ticket categorization, documentation, and status updates

Ensure customers receive timely responses and regular communication throughout the resolution process

Identify recurring issues, trends, and opportunities for improvement

Product Knowledge Issue Resolution (Approximately 20%)

Develop a strong understanding of Relocity's web and mobile applications

Navigate the platform confidently to support users and troubleshoot issues

Reproduce reported issues and help validate fixes

Participate in feature reviews and provide feedback from a user perspective

Collaborate with Product and Engineering teams to improve the customer experience

Support product adoption by helping users understand platform functionality and best practices

Continuous Improvement

Contribute to the creation and maintenance of Knowledge Base documentation

Identify opportunities to improve support processes and workflows

Document recurring customer feedback and feature requests

Assist with support reporting and trend analysis

Participate in daily team standups and cross-functional collaboration

Support special projects that improve customer experience and operational efficiency

Who You Are…

You take ownership and follow through on commitments

You are naturally curious and enjoy figuring out how things work

You communicate clearly and professionally, even in challenging situations

You can manage multiple priorities and adapt quickly as needs change

You know when to work independently and when to seek support or escalate an issue

You are organized, resourceful, and comfortable operating in a fast-paced environment

You enjoy collaborating with teammates and building strong working relationships

You proactively identify problems and look for solutions rather than waiting for direction

What Past Experience and Current Skills Will Enable Your Success In This Role?

3+ years of experience in technical product support, SaaS support, customer support, customer success, or a related customer-facing role

Experience supporting software products, web applications, or mobile applications

Exceptional written and verbal communication skills

Strong organizational skills and attention to detail

Ability to manage multiple priorities while maintaining a high level of quality and responsiveness

Demonstrated problem-solving and critical thinking skills

Experience investigating issues, troubleshooting customer concerns, and communicating solutions clearly

Ability to work independently while collaborating effectively across teams

Comfort learning new technologies, systems, and workflows

Familiarity with ticketing platforms such as Intercom, Zendesk, Jira, or similar tools

Preferred Qualifications

Experience supporting SaaS products or software platforms

Experience working with mobile and web applications

Experie…