Product Support Specialist

The Chance:
We are seeking a Product Support Specialist to act as the bridge between Dwell subscribers and our engineering team. In this role, you will report to the director of revenue products. In this hybrid role, you will spend part of your time leading high-touch customer support and relationship management, and the other part translating those frontline insights into the product roadmap. You understand user pain points firsthand because you talk to customers every day, and you have the technical and strategic skills to build permanent solutions into our software or service offerings.

Key Responsibilities:
Customer Service & Advocacy
● Customer Support Response Management: Handle approximately 200 customer support tickets per week for Dwell brand subscribers, including email tickets and phone support for customer voicemails
● Payment and Account Administration: Utilize Stripe platform to resolve customer access issues, update user email addresses and payment methods, and address general customer concerns
● Issue Analysis and Reporting:



Create reports documenting common customer support issues in Google Docs/Sheets format to enable product teams to prioritize system improvements and enhance customer experience
● Third-Party Coordination: Collaborate with Dwell Magazine's fulfillment partner, CDS Global, to resolve complex customer issues that cannot be addressed through Stripe's platform capabilities
● Client Enablement: Create and update customer-facing knowledge bases, release notes, training materials, and troubleshooting guides.
● Relationship Management: Build trust-based relationships with subscribers, gathering qualitative feedback on product experience.
Product Management
● Feedback Synthesis: Analyze support ticket trends, churn reasons, and customer feature requests to identify systemic product gaps.
● Roadmap Prioritization: Own and prioritize the product backlog, balancing urgent customer fixes with long-term strateg

📌 Product Support Specialist (India)
🏢 Ziff Davis
📍 India