Product Support Specialist
Album VC is a venture capital firm that invests in early-stage technology startups, with a portfolio spanning 2014 to 2026. It backs SaaS and enterprise software companies across sectors such as analytics, legal tech, fintech, HR, and consumer products.
About Album VC
Album VC is an early-stage technology venture capital firm with a long track record dating back to 2014. Its portfolio includes dozens of companies such as Filevine, Podium, Limble CMMS, Weave, TaxBit, Owlet, SalesRabbit, ObservePoint, and many others spanning enterprise software, SaaS, fintech, legal tech, and consumer technology. The firm's team includes partners Diogo Myrrha, John Mayfield, and Sid Krommenhoek, along with Wilson Sivertson in finance. Album VC supports its portfolio companies' growth, including hosting a shared jobs board where its portfolio companies list open roles across engineering, sales, and operations functions.
Skills
About the Role
You will work with Podium customers to answer how-to questions and troubleshoot the Podium platform. When customers have questions, you will have answers! You will deliver a human-first experience and resolutions for customers through voice and written interactions across chat, email, phone, and Podium tools in a timely and accurate manner. You will become an expert in Podium products, both at a technical and customer use-case level. You will look for opportunities to help customers maximize their value from Podium, working smarter and delighting customers. You will collaborate with other departments to increase customer engagement and contribute to retaining customers long term.
Requirements
- Must speak English fluently
- Must be geographically based in Lahore, Pakistan
- Must be available to work onsite at the Lahore office location
- 2-3 years of providing SaaS customer support to businesses
- Demonstrated background of providing support for multiple online software or SaaS products and/or IT experience
- Experience building best practices geared towards supporting quality and efficiencies
- Ability to balance working independently and through ambiguity
- Experience prioritizing highest impact/value work amongst competing priorities
- Familiarity with basic web technologies (HTML, CSS, JSON, JavaScript)
- Familiarity with support systems such as Salesforce, Twilio, ServiceNow, Zendesk, Freshdesk, Service Cloud, LiveAgent, Intercom
- Must be available to provide services within U.S. business hours
Responsibilities
- Answer how-to questions and troubleshoot the Podium platform for customers
- Deliver human-first experience and resolutions across chat, email, phone, and Podium tools
- Become an expert in Podium products at a technical and customer use-case level
- Identify opportunities to help customers maximize value from Podium
- Share feedback and help increase organizational efficiencies
- Collaborate with Sales, Onboarding, Account Management, and Retention to increase customer engagement and retain customers