Product Specialist

Product Specialist ABOUT SOLIDROAD Solidroad is building the AI optimization layer for customer experience teams — helping companies raise the quality bar across both human and AI agents. Our platform reviews customer interactions at scale and turns them into actionable coaching, training, and improvements, so CX teams can increase performance without increasing cost. We're backed by First Round Capital and Y Combinator (total funding ~$8M) and are growing fast. Customers like Crypto.com http://Crypto.com, ActiveCampaign, and Fever trust Solidroad in high-volume, high-stakes support environments. THE ROLE This is a first role built for someone who is sharp, moves fast, and wants real ownership from day one - not a rotation program or a ticket queue to sit behind. You'll be working closely with the Head of Engineering, handling customer questions day-to-day, learning the product inside out, and helping build the content and systems that make our support function excellent. Over time, you'll take on more as you grow into the role. If you're the kind of person who figures things out, takes initiative, and cares about doing things right - this role will give you the room to do that. WHAT YOU'LL DO Respond to customer questions day-to-day - Answer inbound questions from customers via Slack and Intercom - clearly, promptly, and with care. - Handle straightforward how-to and product questions, and flag more complex issues to the Head of Engineering with good context. - Keep your ticket queue tidy: log, tag, follow up, and close. Document and flag product issues - When a customer reports something broken, write it up clearly - what happened, how to reproduce it, and how much it's impacting them - so it can be passed on effectively. - Over time, build enough product knowledge to recognize common issues and help customers resolve them faster. Help maintain support content - Update and improve help center articles and FAQs as the product evolves. - Flag recurring questions to the Head of Engineering so they can be turned into self-serve content. Partner with Product on priorities and roadmap - Partner with the product team to identify and prioritise the highest-impact customer problems. - Help refine the roadmap to balance strengthening what exists with delivering new functionality. Help new customers get started - Assist new users and trialists in getting set up with Solidroad. - Be responsive and attentive - especially with new accounts where first impressions matter. WHO WE'RE LOOKING FOR Experience level is less important than how you operate. We care about: - High agency - you don't wait to be told what to do. You see something that needs doing and you do it. - Clear communication - you write well, explain things simply, and follow through. - Curiosity about products - you want to understand how things work, not just answer tickets. - Reliability - you close the loop. Every time. - Comfort with ambiguity - this is an early-stage startup; things move fast and that energises you. This could be your first professional role or your second or third - what matters is the quality of your thinking and your drive to do excellent work. Useful but not required: - Any customer-facing experience (support, sales, success, hospitality, or retail) - Familiarity with tools like Intercom, Zendesk, Pylon, or similar - Any exposure to technical concepts - understanding APIs, reading error messages, light scripting - Interest in AI, CX, or SaaS WORKING MODEL San Francisco-based, in-person 5 days/week. We're an early-stage team that moves fast and values the context that comes from being in the room together. Life happens - reasonable flexibility is always respected. WHY JOIN - Real ownership and visibility from day one - your work matters immediately - Close proximity to product, engineering, and customers from the start - Structured mentorship from the Head of Engineering and a clear path to grow - Be part of ... (truncated, view full listing at source)