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Product Support Specialist

Rundoo· GTM
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Hybrid (Chicago)$105k + equityFull-timePosted 8mo ago

About the role

Primary point of contact for clients in need, solving problems across the full ERP platform for independent hardware and paint store owners, collaborating with Engineering and Client Success to meet client needs and drive product improvements.

Responsibilities

  • Provide exceptional support via Intercom chat, email, and phone to hardware and paint store owners and their staff
  • Diagnose issues through structured discovery (e.g. is it a product bug, a training gap, or a workflow mismatch?), before proposing a fix
  • 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 (Intercom AI, ChatGPT, Claude) 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 in Notion, and improving self-service resources
  • Maintain metrics including <24hr resolution time for 90%+ of tickets, <5min average first response time, and >80% customer satisfaction

Qualifications

  • Essential qualities: aptitude, drive, problem-solving independently
  • Core competencies: attention to detail, independent problem-solving, communication, organizational excellence, empathy for small business owners, strong questioning to identify root causes
  • Valuable experience (not required): prior customer or technical support, SaaS/tech, accounting or financial reconciliation, retail or POS, technical troubleshooting
  • Technical requirements: comfortable learning complex software, proficient with spreadsheets, strong analytical skills, able to work during required hours

Skills

Required:Intercom / customer support toolsData analysis with spreadsheetsBug reporting & reproduction stepsCommunication (written & verbal)

Benefits

  • Full medical, dental, and vision coverage (100% premiums for you, 50% for dependents)
  • Life Insurance
  • 401k with Betterment
  • Unlimited PTO with 10 company paid holidays
  • In-office gym
  • Daily team lunches
  • Learning materials and audiobook subscriptions
Last updated Oct 14, 2026. Interested? Apply on the company site.

About Rundoo

The all-in-one software for independent supply stores

Rundoo works with hundreds of stores across the US, ensuring that their ability to run their businesses and serve customers is unmatched.

Company profileWebsite

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