Product Support Specialist

About Our Client

Our client's mission is to build cutting-edge software that helps building materials suppliers enhance their businesses. Imagine your local hardware store or mom-and-pop shop—these are the types of clients the organization partners with across the country. From paint to hardware to flooring, stores across these industries sell over $1T of building materials annually using outdated, on-premises systems. The goal is to change this by being the first in the industry to empower independent supply stores with best-in-class technology.

Backed by leading investors, the organization has raised $18M across three rounds and is growing quickly. The team is made up of builders, sellers, and industry veterans with a shared goal: to bring modern technology to an overlooked industry.

About the Role

As a Product Support Specialist, you will be the primary point of contact for clients in their time of need. You'll help independent hardware and paint store owners solve problems across the full ERP platform: from POS transaction issues to inventory sync problems, accounting reconciliation, and user training questions.

You'll work alongside a West Coast support specialist to provide coast-to-coast coverage for the growing client base. This role is ideal for someone who thrives on problem-solving, enjoys helping small business owners succeed, and wants to grow with a fast-paced startup.

You'll report to the Head of Product and Client Experience and collaborate closely with the Client Success and Engineering teams to ensure client needs are met and product improvements are identified.

What You'll Do

• Provide exceptional support via Intercom chat, email, and phone to hardware and paint store owners and their staff
• Resolve diverse technical issues including POS troubleshooting, inventory sync problems, accounting reconciliation, report generation, and user training questions
• Perform data analysis and reconciliation work using spreadsheets to investigate balance discrepancies and help clients understand their numbers
• Collaborate with Engineering to communicate customer issues, submit detailed bug reports with reproduction steps, and help troubleshoot technical problems
• Leverage AI-assisted tools to improve response quality, efficiency, and documentation
• Partner with Client Success team by escalating at-risk accounts, identifying training needs, and flagging patterns that indicate broader issues
• Contribute to knowledge base by documenting solutions, creating help articles, and improving self-service resources
• Maintain metrics including <24hr resolution time for 90%+ of tickets, <5min average first response time, and >80% customer satisfaction

What We're Looking For

Essential Qualities

The ideal candidate is smart, hungry to learn, and thrives on solving problems independently.

Core Competencies:

• Exceptional attention to detail - You catch discrepancies others miss, especially when working with numbers and data
• Strong independent problem-solver - You can troubleshoot ambiguous issues without constant hand-holding
• Excellent written and verbal communication - You can explain complex concepts clearly to non-technical small business owners
• Organizational excellence - You can manage multiple priorities, juggle competing tickets, and maintain composure during high-volume periods
• Customer-centric mindset - You genuinely enjoy helping people and build positive relationships even when customers are frustrated
• Comfort with ambiguity - You can navigate situations without clear answers and figure out solutions through research and creative thinking

Valuable Experience (But Not Required)

Any of the following backgrounds could set you up for success:

• Prior customer support or technical support experience in any industry
• Experience with SaaS products or technology companies
• Accounting, bookkeeping, or financial reconciliation background
• Retail, POS, or small business operations experience
• Technical troubleshooting ability with software applications

Technical Requirements

• Comfortable learning and becoming expert in complex software (the full ERP platform)
• Proficient with spreadsheets (Google Sheets/Excel) for data analysis
• Strong analytical skills for investigating balance discrepancies and data issues
• Able to work during required hours (8am - 5pm Pacific Time)

Bonus Points

• Direct familiarity with or experience in paint and hardware, building materials, construction supply, or related industries
• Comfortable adapting to a dynamic startup environment where priorities shift and new challenges arise regularly
• Proven experience helping customers adopt new workflows or systems (change management)
• Experience with Intercom, Zendesk, or similar support platforms

Compensation & Benefits

Base Salary: $65,000 - $80,000 (based on experience)Equity: Competitive equity package in a fast-growing startup

Benefits:

• Full medical, dental, and vision coverage (100% of premiums for you, 50% for dependents)
• 401k with Betterment
• Unlimited PTO with 10 company paid holidays
• Daily team lunches for those in office
• Learning materials and audiobook subscriptions
• Dog-friendly office

About the Team

You'll report to the Head of Product and Client Experience and collaborate with Client Support, Client Success Managers, Head of Implementation, and Implementation Managers.

About the Founders

• CTO: studied computer science & humanities at Stanford; worked as a software engineer and head of engineering at Apple & Anova; danced with the SF ballet!
• CEO: studied math & computer science at Stanford; worked as a trader at Bridgewater & Citadel and as a PM at Google & Enigma; distantly related to the founder of the Hershey company.

Fundraising

Swooped has secured significant investment:

• A $2M pre-seed led by a partner at Bessemer with participation from Plug & Play, Quiet Capital, and Sequoia.
• A $5M seed led by a partner at CRV.
• An $11M Series A led again by Bessemer and CRV.

Key skills/competency

• Customer Support
• Technical Troubleshooting
• ERP Systems
• Data Analysis
• Intercom
• Problem Solving
• Communication Skills
• Client Success
• Inventory Management
• Accounting Reconciliation