Location: Remote, India
Experience: 2–6 years
Employment Type: Full-time
About Emitrr
Emitrr is a fast-growing SaaS company with 750+ customers, primarily in the healthcare space. We help businesses manage customer communication and automate everyday interactions through AI-powered solutions.
We’re looking for a Product Support Specialist with solid US market exposure who can take ownership of the customer experience and help us build a scalable support function.
What Will Success Look Like?
The main goal of this role is simple:
Customers should get excellent support, onboarding, and implementation without needing day-to-day involvement from the founders.
You’ll start by managing customer support and gradually take ownership of support, onboarding, implementation, and product feedback.
This is not just a ticket-solving role. We’re looking for someone who can take ownership, solve problems, and build processes from scratch.
What You’ll Own
Customer Feedback & Product
• Collect and organize customer feedback and product requests.
• Identify common customer issues and share actionable insights with Product and Engineering.
• Keep customers updated on their feedback and requests.
Support & Operations
• Own day-to-day support for our US customer base.
• Build simple and scalable support processes, SLAs, and escalation workflows.
• Identify gaps and improve the support experience.
• Ensure customer queries are handled efficiently and consistently.
Customer Onboarding & Experience
• Own customer onboarding and implementation.
• Understand customer needs and help them get value from the product.
• Build strong relationships with US-based customers and proactively address concerns.
• Identify at-risk customers and improve product adoption.
Building & Scaling
• Create support playbooks, documentation, and knowledge bases.
• Improve processes as the customer base grows.
• Help hire, train, and manage the support team as we scale.
• Work closely with Product, Engineerin
📌 Product Support Specialist (India)
🏢 Emitrr
📍 India