Senior Product Support Specialist

📋 Description

• Co-monitor the health of creator support: contact drivers, resolution rates, reopen and escalation
• Mine ticket, content, and automation data for patterns: recurring issues, missing coverage
• Independently own root cause analysis for complex, high-impact, and ambiguous creator issues
• Get ahead of launches: review upcoming product and policy changes, pressure test them from a
• Report clearly and regularly to support and product leadership on where creator support is strong
• Drive operational excellence in how creator support runs: hold the line on quality standards

🎯 Requirements

• 7+ years in technical support, product support, or a comparable operational role, including
• A demonstrated track record of independent root cause analysis on complex technical issues.
• Excellent written communication. You have the ability to explain a nuanced technical failure to an
• Comfort with ambiguity and genuine self-direction. You choose your own problems, defend your
• Strong cross-functional influence without authority, you can get engineering and product to care