Product Support Specialist

About Talkpush

At Talkpush, we build technology that helps people get hired faster and more fairly. Product Support plays a key role in making that experience seamless for our customers.

We’re looking for a Product Support Specialist who enjoys solving problems, communicating clearly, and taking ownership from first message to final resolution. This is a hands-on, customer-facing role in a fast-moving SaaS environment, not scripted support.

The Role: Product Support Specialist

As our Product Support Specialist, you’ll be the first point of contact when customers need help using Talkpush or report something that doesn’t look right. You’ll support users via chat, video, and email, troubleshoot product issues, and work closely with Engineering, Product, and Customer teams to get things resolved properly.

You’ll be trusted to use judgment, separating bugs from expected behaviour, identifying real signal versus noise, and proposing workarounds while fixes are in progress. You’ll also help keep our Help Center clear, accurate, and genuinely useful.

Key Responsibilities

• Build strong product knowledge and understand how customers use Talkpush in real life
• Deliver high-quality chat support within agreed schedules
• Investigate issues by replicating behaviour and creating clear, actionable tickets
• Monitor, prioritise, and follow up on tickets through to resolution
• Support users with front-end and IR-related requests
• Categorise conversations accurately using internal tools
• Collaborate with internal teams and share customer insights through reports
• Assist with live troubleshooting when needed
• Activate incident processes during outages or major issues
• Create, update, and improve Help Center documentation
• Identify documentation gaps and raise tickets to address them

What We’re Looking For

• Experience in a support role within SaaS, CRM, or software products
• Must speak fluent Spanish
• Strong written and verbal English (additional languages are a plus)
• Clear, professional communication across chat, email, and video
• Excellent writing skills, you know how to explain complex things simply
• Sound judgment when prioritising issues and deciding what to escalate
• Strong analytical and problem-solving skills
• A proactive, ownership-driven mindset
• Comfort working remotely with globally distributed teams
• Familiarity with Jira and Intercom (or similar tools)

We value people who invest in learning a product deeply, stability and follow-through matter.

Why Talkpush

• Work on a product that directly impacts how people get hired
• Real ownership, not just ticket handling
• Collaboration with smart, supportive teams across regions
• Strong exposure to product, engineering, and customer strategy

About Our AI-Supported Screening

At Talkpush, we use our own AI-powered screening tool, TalkScore, as part of the application process. After you apply, you may be invited to answer a small number of screening questions designed to help us understand your experience, thinking, and motivation for the role.

TalkScore helps us review applications more consistently and fairly, but it does not make hiring decisions on its own. Every application is reviewed by a human, and AI is used only to support our team by highlighting relevant information, never to replace human judgment.

We believe great hiring should be transparent, respectful, and focused on giving candidates a clear opportunity to show their strengths.

Key skills/competency

• Product Support
• SaaS
• Customer Service
• Technical Troubleshooting
• Communication Skills
• Jira
• Intercom
• Problem-Solving
• Documentation
• Spanish Fluency