Product Support Specialist



Product, Customer Service
Melbourne VIC, Australia
Posted on Thursday, April 4, 2024

At Podium, our mission is to help local businesses win. Our lead conversion platform, powered by AI and integrations, helps local businesses convert leads faster, communicate easier, and make more sales. Every day, thousands of local businesses utilize our review management, communication, marketing, and payments products.

Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000, and Fast Company’s World’s Most Innovative Companies.

At Podium, we believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass, guiding daily behavior and decision-making, and ensure we hire people who will thrive at Podium. If you resonate with our operating principles and are energized by our mission, Podium will be a great place for you!

The Role

Our Product Support Specialists are an integral part of our Customer Support team and an essential part of our customer’s experience. The team answers how-to questions and troubleshoots customer inquiries, working creatively to keep customers working on what matters most: growing their business!

What you will be doing

  • Troubleshoot & resolve challenging issues, ensuring customers can easily see value with Podium
  • Serve as a point of escalation, vetting legitimacy of product-related issues in Support
  • Develop system for feedback loops in close collaboration with the Product team
  • Build an efficient and effective system of troubleshooting, documentation, escalation and prioritisation of product-related issues or requests
  • Create and regularly update internal documentation of our products and process
  • Train the broader teams on our products, new features and best practices
  • Maintain open communication channels within the broader Support and Product teams
  • Work collaboratively with customer facing teams, to ensure issues are completely resolved to customer satisfaction
  • Recommend and potentially deploy fixes for vetted code-related issues, working with Product & Engineering
  • Serve as the Voice of the Customer, socialising organised qualitative and quantitative data to cross-functional partners to improve our products
  • Work cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experience
  • Resolve escalated cases promptly while holding Product and Engineering accountable to established Service Level Agreements

What you'll bring

  • Customer-first attitude with a strong sense of empathy
  • Experience communicating directly with customers
  • 1-2 years Experience in Product or Technical Support
  • Proven track record of managing multiple concurrent projects with varying complexity levels
  • Ability to drive innovation and efficiency in an unstructured environment
  • Familiarity with modern web services, APIs and scripting languages
  • Analytical and data-oriented approach to problem-solving

What we bring

  • Real growth and career development opportunities, we’re still young in Australia with plenty of room to grow.
  • A unique product that makes an actual impact on the local businesses you love and support.
  • A generous $600 monthly ‘Benefits & Wellbeing’ allowance, spent how you please
  • Free snacks and drinks, which are always stocked up.
  • You'll find Podium in the Queen & Collins building with access to end of trip facilities, bike storage and lockers, a cocktail bar and a brand new Podium Australia HQ.