About this role
Local businesses frequently struggle to manage customer communications and convert conversations into revenue efficiently, a problem Podium solves by deploying AI employees that capture leads 24/7. To ensure these systems deliver reliable business outcomes, the product support team needs an AI Product Support Specialist who can untangle complex technical roadblocks and keep operations running smoothly. Working out of the Lehi, Utah headquarters five days a week, the incoming specialist helps customers navigate troubleshooting issues and answers how-to questions regarding AI agent tools.
Daily responsibilities center on delivering prompt resolutions through phone, chat, email, and internal platforms while maintaining a human-first approach to customer service. Ideal candidates are curious, creative, and comfortable operating within ambiguity while balancing independent tasks with peer collaboration. Anyone who enjoys continuous skill growth, direct technical problem-solving, and putting customers at the center of operations will find a strong operational alignment here.
What you will do
- Assist Podium customers with how-to questions and technical troubleshooting across multiple support channels.
- Provide timely and accurate solutions using chat, email, phone, and proprietary tools.
- Deliver a human-first experience for every business client.
- Develop deep technical and use-case expertise regarding Podium products.
- Identify opportunities to enhance customer value and satisfaction beyond simple resolutions.
- Collaborate with peer teams to ensure a seamless overall customer experience.
What you need
- Possess at least one year of experience providing support for multiple online software or SaaS products and/or IT experience.
- Demonstrate strong problem-solving abilities accompanied by a proactive and positive attitude.
- Exhibit excellent verbal and written communication skills.
- Manage multiple tasks simultaneously while working effectively under pressure.
- Balance independent work through ambiguity while contributing to a strong team environment.
- Display familiarity with navigating multiple support systems such as Salesforce, Zendesk, or Intercom.
Nice to have
- Technical knowledge in phone systems, VoIP, and network connectivity
Benefits
- Starting at $21.63 per hour
- Life insurance, long and short-term disability coverage
- Paid maternity and paternity leave
- Fertility benefits and generous vacation time
- Excellent medical, dental, and vision benefits alongside a 401k plan
- Onsite HQ gym, classes, and subsidized child care center in Utah
Skills and tech stack
Questions candidates ask
What is the remote work policy for this role?
This position requires working in Lehi, Utah 5 days a week. Employees operate directly out of the company headquarters.
What is the starting pay for the AI Product Support Specialist?
Compensation for this role starts at $21.63 per hour. Additional benefits and 401k plans are also provided.
What kind of systems should I be familiar with using?
Candidates should be familiar with navigating and working with multiple support systems like Salesforce, Twilio, Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, or Intercom.