Senior Associate, Product Support - Brand
Skills
Software As A ServiceCreator EconomyEnhanced Data Rates For GSM EvolutionIT EscalationLeadershipMarketingProduct Operations
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor's Degree or equivalent experience
- 2-4 years in customer support brand support or product operations
- Strong working knowledge of support workflows and common edge cases
- Ability to assess customer impact and urgency accurately
- Clean concise written communication suitable for Product or Engineering review
- Builder mindset with a willingness to create or improve documentation workflows and resources
- Ownership judgment and reliability as an escalation resource
- Proficiency with Google Suite Microsoft Office and Zoom
- Fluency with Zendesk Intercom or Jira
Nice to have
- Startup experience
- High-growth SaaS exposure
- Mentors junior teammates
- AI support curiosity
- Creator economy interest
- Affiliate marketing familiarity
- E-commerce platform knowledge
- Strong deadline focus
Day to day
- Own complex brand support tickets from start to finish, applying sound judgment beyond standard macros
- Act as the first escalation point for active tickets and chats, helping resolve issues efficiently and calmly
- Identify recurring problems and root causes, then recommend durable fixes and improvements across support workflows
- Partner closely with Product, Engineering, and Trust & Safety to surface trends, improve documentation, and strengthen AI support coverage