Product Support Specialist

About the role 

As a GoLinks Product Support Specialist, you will provide email and chat support to potential customers and users. You’ll collaborate with Product, Engineering, Marketing, and Sales teams to gain the knowledge needed to offer technical assistance and route inquiries to the appropriate subject matter experts. Over time, you will help define processes to enhance support efficiency, timeliness, and quality.  

Additionally, you will update existing help center articles as the product evolves and create new resources to empower users to troubleshoot by themselves. You’ll also gain experience across various customer support channels and eventually take ownership of key areas.

What you’ll do 

• Provide high-quality, advanced product support with exceptional customer service, technical expertise, and timely responses.
• Respond to inquiries within the target First Response Time (FRT) and resolve issues within the target Time to Resolution (TTR).
• Update internal knowledge bases with insights from technical issues and customer interactions.
• Collaborate with subject matter experts to resolve technical issues, communicate feature requests, and share effective workarounds.
• Follow up with customers to confirm their technical issues are fully resolved.
• Collect customer feedback and share insights with Product, Sales, and Marketing teams.
• Maintain and update help articles to ensure content remains accurate and relevant.

Who you are 

• Strong technical foundation: You are passionate about new technology, including using and manipulating AI tools such as ChatGPT, Gemini, and Copilot. You are comfortable learning and using a variety of software tools. 
• Quick learner and adaptable: You quickly grasp new skills and concepts, embracing failure as part of the path to success.
• Excellent written communication: You write effectively, delivering concise and clear responses.
• Effective time management: You prioritize tasks, provide timely responses, and follow up consistently to ensure nothing falls through the cracks.
• Agile and flexible: You thrive in a fast-paced, early-stage startup environment—moving quickly, learning from failures, and making data-driven decisions.
• Education: Bachelor’s degree or equivalent work experience.

Pay Transparency 

The annual base salary range for this role is $45,000 USD. As a remote-first company, we take a geographically neutral approach to compensation and set our US range based on job function and level, regardless of location. GoLinks’ total compensation package for full-time employees includes equity and extensive benefits and perks.

Our Benefits & Perks

• Top-tier Medical, Dental, and Vision benefits, including FSA
• Life Insurance, AD&D, STD and LTD benefits
• EAP & monthly wellness stipend for your physical and mental health
• 401(k) retirement plan to save for your future
• Paid Holidays, including a Winter Break for your rest and relaxation
• New hire and monthly WFH office stipend to cultivate a better work environment
• All-expenses paid company off-sites and free lunch bi-weekly at Company meetings
• Learning & Development benefits for continuous learning
• MacBook Pro or equivalent laptop for your productivity
• Flexible WFH schedule to manage your personal obligations