Product Support Specialist

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 strong 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, Engineering, and Customer Success.

Who We're Looking For

• 2–6 years of experience in SaaS product support, customer success, customer experience, or operations.
• Strong hands-on experience working with US customers.
• Experience working directly with customers in a SaaS/product environment.
• Excellent written and verbal communication skills.
• Strong ownership and ability to work independently.
• Comfortable working in a fast-paced and changing environment.
• Good problem-solving and customer management skills.
• Ability to build processes and bring structure to an evolving function.
• Comfortable working with Product and Engineering teams to solve customer issues.

Why Join Emitrr

• Join a fast-growing SaaS company serving 750+ customers, primarily in healthcare.
• Work closely with a growing US customer base.
• Take ownership of an important customer-facing function.
• Work directly with leadership, Product, and Engineering.
• Help build and scale the support function from the ground up.
• Have a direct impact on customer experience and product improvements.

If you enjoy working with customers, solving problems, taking ownership, and building processes from scratch, we'd love to hear from you.