Product Support Specialist

Reachdesk is the first truly end-to-end SaaS global gifting and swag platform, helping B2B companies create meaningful connections with prospects, customers, and employees: while driving measurable ROI.

We believe gifting is more than just a transaction: it's about building genuine human connections that fuel business growth. Whether you're engaging prospects, celebrating customers, or recognizing employees, our platform makes it easy to deliver personalized gifts, branded swag, and unforgettable event & brand experiences at scale through automated sourcing, storage, and global delivery.

Trusted by many of the most recognized names in technology and SaaS, Reachdesk integrates effortlessly with your marketing, sales, and HRIS tech stack and is powered by a world-class team with hubs in New York, London, and Lisbon.

We'regrowingandwe'recurrentlylookingforaProductSupportSpecialisttojoinus!

We're seeking an experienced and enthusiastic Product Support Specialist to join our growing global team. As part of the Reachdesk Product Support team, you'll be communicating directly with B2B customers and vendors to answer enquiries, resolve issues, manage documentation, and ensure that all customers receive an outstanding level of service.

You'll work closely with Customer Success, Product, and Engineering teams to ensure a speedy diagnosis, prioritization, and resolution of all issues. We want you to be an expert in the individual features that make up the Reachdesk platform and translate this expertise into solving customer issues. You'll also help define and shape the product goals, priorities, and roadmap based on your frontline knowledge of customer needs. Last but not least, you'll have a unique opportunity to make an impact on a growing Product Support team!

KeyResponsibilitiesinclude:

• Communicating directly with users and vendors to answer product questions and address issues through email, chat, and video conferencing.
• Providing consultative service by identifying customer goals, directing them to best practices, and answering product questions.
• Troubleshooting product issues and bugs from start to finish.
• Offering alternative solutions and going above and beyond where appropriate with the objective of delighting and retaining customers.
• Continuously evaluating and identifying opportunities for process improvements that positively impact customers' experience.
• Prioritising and managing your backlog of tickets to ensure all responsibilities are met while consistently achieving the weekly goal for resolved tickets.
• Writing and improving Reachdesk's help documentation.
• Assisting in the development of best practices for handling support requests.
• Identifying and tracking customer feedback to better advocate on behalf of our users.
• Acting as a liaison between customers and the Product / Engineering teams to resolve product issues.
• Collaborating with the Product team to shape product goals, feature priorities, and roadmap based on your knowledge of customer challenges.

• Onboarding and mentoring new team members.
• Partaking in cross-functional Projects.

• You can worknight shifts from 3 PM to 00 AM Lisbontime.
• 2+ years of experience in support or other service-oriented customer-facing roles at a SaaS company.
• Superb communication (both written and verbal), attention to detail, and organisational skills.
• Strong troubleshooting, root cause analysis, and problem-solving skills with SaaS solutions.
• Experience managing issues through the end-to-end support lifecycle: initial customer inquiry, triage, troubleshooting, and writing effective bug reports for the development team.
• Experience making sense of complex issues and communicating clearly to customers and internal stakeholders of varying technical skill levels.
• Experience supporting customers through tools such as Intercom, Jira, Zendesk, or similar.
• You love learning, you are curious, and you know it's ok to ask for help, but you are also ready to help and support others.
• Experience writing support content and documentation (experience is a plus, but not required).
• Passion for startups and a self-starter.
• Proactive and demonstrate a proactive approach towards problem resolution and take ownership of customer escalations.
• Goal-orientedwith a focus on achieving results.

Here are just some:

• Competitive salary and Stock options
• Flexible PTO
• Health insurance for employees and their families.
• Meal allowance.
• A super collaborative working culture populated by innovative, fun, and dedicated people.

Reachdesk believes a diverse team helps us achieve our mission faster, and we actively welcome applicants from all backgrounds. Compensation is based on standardized salary ranges by role, level, and location-benchmarked against similar-size companies. Final offers reflect a mix of factors including experience, skills, and role fit, and may vary from the listed range.