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Salary: USD 83,000 - 105,000 / annual
Rundoo is modernizing the supply chain for independent hardware stores, paint shops, and building material retailers across the US. The company has raised $18M from top-tier investors (Bessemer, CRV) and serves over 200,000 stores managing $1T+ in annual sales through outdated legacy systems.
As a Product Support Specialist, you'll be the primary point of contact for store owners and staff using Rundoo's full ERP platform. You'll provide technical support via chat, email, and phone across a 15-hour daily window (5am–8pm CT, Monday–Friday, with weekend coverage). The role involves troubleshooting POS issues, inventory sync problems, accounting reconciliation, report generation, and user training questions.
You'll work a full-time salaried position with two shift options: opening shift (5am–3pm CT, Monday–Friday) or mid shift with weekends (8am–6pm CT, Monday–Wednesday, Saturday–Sunday). The team rotates fairly with cross-training across all shifts. You'll report to Claire, Manager of Client Success, and collaborate closely with Engineering and the broader Client Success team.
Key responsibilities include resolving technical issues independently, performing data analysis using spreadsheets to investigate discrepancies, communicating customer problems to Engineering with detailed bug reports, leveraging AI-assisted tools (Intercom AI, ChatGPT, Claude) to improve efficiency, escalating at-risk accounts, and contributing to the knowledge base in Notion. You'll maintain metrics including <24-hour resolution for 90%+ of tickets, <5-minute first response time, and >80% customer satisfaction.
The ideal candidate is smart, detail-oriented, and thrives on independent problem-solving. You should have strong written and verbal communication skills to explain complex concepts to non-technical small business owners, excellent organizational abilities to manage multiple priorities during high-volume periods, and a genuine customer-centric mindset. Prior customer support, SaaS, accounting/bookkeeping, retail/POS, or technical troubleshooting experience is valuable but not required. Comfort with spreadsheets (Google Sheets/Excel), analytical skills, and the ability to learn complex software quickly are essential. Bonus experience includes familiarity with paint/hardware/building materials industries, startup environments, change management, or support platforms like Intercom or Zendesk.
