Product Support Specialist

About Upwage

Upwage is a fast-growing startup that helps employers hire better talent and helps candidates find jobs they love. Our flagship product makes screening faster, fairer, and more enjoyable, so recruiters spend less time buried in résumés and more time connecting with people.

AI is at the core of what we build, but our philosophy is that it should eliminate busywork, surface overlooked talent, and reduce bias—not replace human conversations.

As we enter our next stage of growth, we’re looking for teammates who are passionate about building a fairer, more human future of hiring.

Role Overview

We’re looking for a Product Support Specialist to be a critical bridge between our customers, product team, and engineering. This isn’t a “one-track” support role. You’ll troubleshoot customer issues, help maintain Intercom and update customer support documentation, run quality assurance checks alongside engineers, and surface trends from product data that leadership can act on. The ideal candidate is adaptable, organized, and curious — someone who takes a first crack at problems independently, knows when to escalate, and isn’t afraid to ask “why” about a process or procedure to help us continuously improve.

What You’ll Do

Customer Support 

• Serve as the first line of response for customer requests, triaging low-level issues and escalating complex ones to engineering or leadership.
• Maintain and update help articles, FAQs, and product release notes.
• Expand customer support tool usage by setting up bots, automation, and dashboards to proactively solve customer issues.

Data & KPI Support

• Build and maintain KPI dashboards (e.g., ThoughtSpot) to track key metrics and surface anomalies.
• Highlight trends from data (e.g., screener starts, recruiter activity) for leadership.
• Deliver quick, actionable reports for Product, R&D, and Engineering.
   

Team & Contractor Management

• Assist with the management of contractors and assignment of tasks.
• Track contractor workloads, availability, and hours while ensuring seamless coordination with the Upwage team to balance competing engineer, customer support, and Product team demands.
   

Security & Revenue Operations Support

• Assist with onboarding and offboarding checklists (accounts, documentation, security tools).
• Support Revenue Operations projects as needed.
   

Minimum Qualifications

• 1+ years of experience in product support, operations, quality assurance, or customer service (including retail/restaurant/call center).
• Strong organizational skills and ability to manage multiple workflows simultaneously.
• Demonstrated technical literacy with Microsoft Office, Google Workspace and  (e.g. Word/Google Docs, Excel/Google Sheets, etc).
• Excellent written and verbal communication skills.
• Experience with trend analysis and process improvement.

Preferred Qualifications

• Exposure to data analytics, statistics, or quantitative methods (coursework, certifications, or projects).
• Experience working with CRM, customer support, or ticketing systems (e.g., Intercom, Zendesk).
• Hands-on experience building or maintaining KPI dashboards.
• Experience coordinating or managing contractors or overseas teams.
• Prior startup experience in a fast-paced environment.

Why Join Us

• Fully Remote — our entire team is distributed.
• Flexible schedule with competitive pay.
• Full health and dental benefits package.
• $2K reimbursement for a brand new MacBook.
   

Equal Opportunity Employer

Upwage is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.