Product Support Specialist

As a Product Support Specialist at Wingspan you are responsible for helping improve our customer’s experience on our platform. You’ll join a small and highly collaborative team of enthusiastic customer champions. Your day-to-day responsibilities include reactive efforts like responding to escalated customer requests and proactive efforts that help reduce customer friction such as collaborating with product teams on new features or providing training for AI tooling. To be successful in this role, you should be a skilled written and verbal communicator capable of interacting with internal and external customers of all types with ease. You’re comfortable collaborating on high complexity issues across the organization in a remote environment. The role involves owning incoming customer issues, serving as a product expert, understanding customer goals, interpreting customer needs into actionable insights, investigating malfunctions, and creating customer-facing documentation. Also, Contributing to internal knowledge by recording solutions and guides for the Wingspan team and contributing to the continuous improvement of the customer experience team. It involves advocating for the best customer experience across the company, embedding in cross-functional product initiatives, and collaborating with product managers, designers, and engineers.