Element451 is transforming how colleges and universities engage, recruit, and enroll students with our AI-powered, all-in-one CRM and Admissions Marketing Platform (AMP) — a scalable, data-driven solution built for modern higher education. We partner with hundreds of institutions to help them connect with the right students at the right time. THE ROLE We're looking for a Product Support Specialist to join our Customer Care team. This is a frontline support role for someone who thrives in complexity. You'll manage a high volume of incoming tickets while delivering strong technical troubleshooting, clear customer communication, disciplined triage and escalation, and continuous improvement of our knowledge base and AI-enabled ticket deflection. This is not a basic helpdesk or call-center role. Our products are deep, and the issues that reach you are rarely the same twice. You'll support customers across two distinct platforms — Element451 and Encoura Connect — and be expected to ramp on both. WHAT YOU'LL DO * Manage multiple concurrent customer issues while balancing speed, accuracy, and empathy, primarily through in-app live chat. * Work within SLA, severity, escalation, and customer-impact guidelines. * Investigate the deep end of the product: reproduce problems, examine data, imports/exports, workflows, and application configurations, and isolate root cause before responding. * Provide clear reproduction steps, business impact, screenshots, logs, and supporting detail when escalating verified bugs to Engineering. * Recognize recurring ticket patterns and translate them into knowledge-base improvements, reusable responses, product feedback, or ticket-deflection opportunities. * Communicate with customers during urgent, ambiguous, or high-friction situations while remaining calm, professional, and solution-oriented. * Demonstrate sound judgment when handling customer data, screenshots, logs, account information, and confidential details. * Stay current on product releases, known issues, customer workflows, and support best practices across both platforms. WHAT YOU'LL BRING * 3+ years of experience in SaaS product support, technical support, or a similar customer-facing support role. * Experience managing a high volume of support tickets in a queue-based environment. * Strong troubleshooting skills — you investigate, document, and resolve novel issues while identifying root cause. * Excellent written communication skills; you can break complex technical subjects into clear, simple explanations. * Strong judgment around prioritization, escalation, urgency, and customer impact. * Experience using ticketing systems, knowledge-base tools, CRM systems, or support platforms. * High emotional intelligence and ability to convey empathy in support interactions. * Ability to create and maintain clear documentation, support notes, and reusable knowledge content. * Comfortable working remotely with strong self-management, accountability, and follow-through. * Curious, resourceful, and willing to ramp on new products, systems, workflows, and tools. * Positive, collaborative approach with a strong desire to help customers and teammates succeed. NICE TO HAVE * Experience supporting a B2B SaaS product in higher education or CRM. * Understanding of APIs, logs, integrations, data flows, or technical troubleshooting tools. * Familiarity with Intercom, Linear, or similar support and issue-tracking tools. * Experience with Zapier or other workflow automation tools. * Knowledge of Student Information Systems (SIS) and higher education data structures. WHAT SUCCESS LOOKS LIKE Within the first 90 days, you'll independently manage a full support queue across both Element451 and Encoura Connect — prioritizing appropriately, communicating clearly, and following through without hand-holding. You'll demonstrate sound escalation judgment, contribute to knowledge-base content, identify recurring ticket patterns, and use AI tools responsibly to improve support efficiency, documentation quality, and ticket deflection. BENEFITS * Comprehensive health, dental, and vision coverage * Flexible PTO * Remote-first with home office stipend * 401(k) with company match * Professional development support