Product Support Specialist

Job Description

Responsibilities:

1. Be the primary point of contact for customers via email, chat, phone, and WhatsApp Business, actively listening, understanding context, and providing clear, empathetic responses.
2. Develop deep product expertise across Classcard’s features, scheduling, payments, attendance, account setup, and automations so that you can guide customers confidently and proactively.
3. Troubleshoot product issues end-to-end: reproduce bugs, document steps clearly, and coordinate with engineering when escalation is needed.
4. Follow up on every issue until it’s fully resolved, ensuring timely responses within defined SLAs.
5. Log customer interactions, identify recurring pain points, and share structured feedback with product, engineering, and CS teams

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