Product Support Specialist

Company Overview

Loop is on a mission to unlock profits trapped in the supply chain and lower costs for consumers. Bad data and inefficient workflows create friction that limits working capital and raises costs for every supply chain stakeholder.

Loop’s modern audit and pay platform uses our domain-driven AI to harness the complexity of supply chain data and documentation. We improve transportation spend visibility so companies can control their costs and power profit. That is why industry leaders like J.P. Morgan Chase, Great Dane, Emerge, and Loadsmart work with Loop.

Our investors include J.P. Morgan, Index Ventures, Founders Fund, 8VC, Susa Ventures, Flexport, and 50 industry-leading angel investors. Our team brings subject matter expertise from companies like Uber, Google, Flexport, Meta, Samsara, Intuit, Rakuten, and long-standing industry leaders like C.H. Robinson.

Role Overview

As a Product Support Specialist, you will play a pivotal role in ensuring our internal and external users receive exceptional support and assistance. You will serve as the bridge between our users and product development teams, striving to resolve issues, answer inquiries, and provide valuable feedback to enhance our offerings.

Key Responsibilities:

• Customer and User Support: Provide timely and effective support to customers via various communication channels to address inquiries, troubleshoot issues, and provide guidance on product usage.
• Product and Technical Expertise: Ensure a high standard of support and product quality by support product launches, feature releases, and product documentation.  Manage and escalate complex or unresolved issues to higher-tier support or development teams, refining process and working closely with product management and engineering. 

Qualifications:

• Prior experience working in a product support role at companies with SaaS offerings
• Strong communication and interpersonal skills
• Customer-centric mindset and dedication to customer satisfaction
• Technical aptitude and the ability to understand complex products
• Proficiency in using support software and task trackers like Intercom and Linear
• Attention to detail and organizational skills 
• Proactive attitude and hunger to solve problems 
• Bonus points for prior experience working in logistics space 

Benefits & Perks

• Premium Medical, Dental, and Vision Insurance plans, premiums covered 100% for you
• FSA
• Commuter benefits
• 401k plan
• Unlimited PTO
• Generous professional development budget to feed your curiosity
• Physical and Mental fitness subsidies for yoga, meditation, gym, or ski membership

Why You Should Join Loop