Serve as product SME and escalation point for assigned products, manage technical issue triage and bug escalation, run onboarding webinars, track and report product metrics and trends, coordinate with Product and Support teams to drive improvements, and ensure timely resolution of customer and internal support inquiries.
About CommentSold
CommentSold is America’s #1 live selling SaaS platform, helping creators turn their audiences into engaged communities and thriving businesses. With over 50 team members already based in India.
Pop.store is the fastest-growing AI-native commerce platform for creators, enabling them to turn content into conversions across Instagram, TikTok, and YouTube. We empower creators and brands with cutting-edge tools to scale their commerce efforts through high-performing, creator-native content.
In This Role, You Will:
- Become a product subject-matter-expert for one or more specifically assigned product(s) (i.e., Videeo for Shopify (VFS), PopshopLive (PSL), Pop.Store, or CommentSold Core), ensuring all product questions and escalations are resolved
- Act as the point of escalation for major technical issues across the assigned product
- Prioritize critical issues, provide direction, and ensure appropriate internal and external support is delivered in a timely and effective manner
- Act as point-of-contact for internal support questions and ensure timely resolution (Support Channel)
- Track and communicate product updates
- Champion product changes for support based on support data; identify opportunities for product improvements and escalate appropriately to the Product team, including both internal and external requests
- Work tickets; manage the bug escalation process for Customer Support — ensure all tickets are created correctly, followed up as necessary, and status updates are maintained
- Host multiple weekly initial setup/onboarding webinars with new customers of the product, as required
- Prepare and present weekly reporting on your assigned product area, including key metrics, escalations, trends, customer feedback insights, and recommended action items
If You’re Right for This Role, You:
- Have 3+ years of experience as a customer support specialist in a technical product environment; live chat experience preferred
- Have experience building proactive support programs and collecting customer feedback to deliver exceptional customer service
- Have professional experience working with Product teams to deliver feedback and support needs
- Have demonstrated understanding of technical products and a technical support process
- Have experience with e-commerce, marketing technology, and/or SaaS (preferred)
- Have experience using helpdesk software and remote support tools such as Intercom and Zendesk
- Have demonstrated understanding of CRM systems
- Are an excellent communicator with strong independent problem-solving skills
- Are a strong team player who actively seeks feedback, adapts practices, and continuously learns and evolves
- Have the ability to manage time, projects, stress, and conflict effectively
- Have experience in a remote-first role — not only have you done it, but you thrive in it
Top Skills
Intercom,Zendesk,Shopify,Commentsold,Popshoplive,Pop.Store,Videeo (Vfs),Crm
Similar Jobs
Security • Cybersecurity
The QA Network Engineer tests Tufin products, ensuring quality by simulating customer operations and running end-to-end flows. Responsibilities include configuring environments, analyzing software failures, and developing automation tests.
Top Skills:
AWSAzureDockerJavaKubernetesLinux
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Biotech • Pharmaceutical
The Creative Graphics Designer Manager will create engaging, medically accurate designs for various medical content formats, manage projects, and ensure compliance with brand and regulatory standards while collaborating with stakeholders.
Top Skills:
Adobe Creative SuiteAdobe XdAfter EffectsCorel DrawCSSHTMLIllustratorIndesignPowerPointPremiere Pro
Artificial Intelligence • HR Tech • Information Technology • Software • Business Intelligence
The Partner Sales Manager drives growth through strategic partnerships, manages the partner sales cycle, and fosters partner collaboration to improve revenue and efficiency.
Top Skills:
SaaS
What you need to know about the Mumbai Tech Scene
From haggling for the best price at Chor Bazaar to the bustle of Crawford Market, the energy of Mumbai's traditional markets is a key part of the city's charm. And while these markets will always have their place, the city also boasts a thriving e-commerce scene, ranking among the largest in the region. Driven by online sales in everything from snacks to licensed sports merchandise to children's apparel, the local industry is worth billions, with companies actively recruiting to meet the demands of continued growth.
