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'll join the Product Support team providing technical support to B2B customers. You'll answer questions, troubleshoot issues, and help customers focus on growing their business. You'll enjoy challenges, skill growth, and keeping the customer at the center of everything you do while delivering a human-first experience.
Requirements
- 2-3 years of experience providing support for multiple online software or SaaS products and/or IT experience
- Strong problem-solving abilities with a proactive and positive attitude
- Excellent verbal and written communication skills
- Ability to handle multiple tasks simultaneously and work under pressure
- The ability to balance working independently and through ambiguity while contributing to a strong team environment
- Familiarity with navigating and working with multiple support systems (ex: Salesforce, Twilio, Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, Intercom, etc)
- Technical knowledge in phone systems, VoIP, and network connectivity is a plus
Responsibilities
- Assist Podium customers with how-to questions and troubleshooting
- Provide timely and accurate solutions through chat, email, phone, and Podium tools
- Deliver a "human-first" experience
- Become an expert in Podium products, both technically and in customer use cases
- Seek opportunities to enhance customer value and satisfaction beyond simple resolutions
- Collaborate with peer teams to provide a seamless customer experience
Benefits
- Life insurance, long and short-term disability coverage
- Paid maternity and paternity leave
- Fertility Benefits
- Generous vacation time
- Excellent medical, dental, and vision benefits
- 401k Plan
- Bi-annual swag drops with Podium gear and apparel
- HQ gym with local professional coaches and classes
- Onsite HQ child care center, subsidized for employees