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Salary: USD 85,000 - 110,000 / annual
Datarails is an AI-powered FinanceOS company transforming how finance teams work through intelligent automation, AI, and seamless integrations. With ~350 employees globally, they're building next-generation finance technology.
As a Product Support Specialist, you'll be the initial point of contact for customer and internal stakeholder questions via Zendesk (chat, email, web forms). You'll troubleshoot incoming technical issues, provide first responses and follow-ups, monitor and escalate unresolved tickets to senior support personnel, and drive customer satisfaction and advocacy. You'll also expand and refine the company knowledge base to enable customer self-service.
Key responsibilities include:
- Acting as first-line support for all Datarails-related inquiries
- Troubleshooting and resolving complex technical customer issues
- Processing, responding to, and escalating tickets appropriately
- Delivering high customer satisfaction and loyalty
- Building and maintaining knowledge base documentation
You'll work in a collaborative, team-oriented environment with ownership over your schedule and significant room for growth. The role is 100% remote, based in Pacific Time Zone (US), with no sponsorship or relocation assistance available.
Required qualifications: 2-4 years in Product Support, Help Desk, or Technical Customer Success in SaaS; advanced Excel skills (formulas, VLOOKUP, Pivot Tables); strong troubleshooting abilities in fast-paced environments; customer-first mindset; ability to explain complex concepts to non-technical audiences; proactive problem-solving; understanding of SDLC and Agile methodologies. Experience with Zendesk, Jira, or similar tools, and finance background are pluses.
