Job Title: Product Support Specialist - B2B Saas
Why this position is mission critical:
HG Insights has recently brought together multiple companies (including Cloud Dynamics, TrustRadius and MadKudu), which has increased product complexity and customer expectations across the board. Our support team is at the center of this change, ensuring customers stay confident and successful while our products and processes evolve. We are building the foundations for a single, orchestrating function that routes and resolves all customer requests for HG globally, and this role is a key part of that journey. Joining now means you will work with modern tools, help shape new processes, and contribute to smart automations that keep the team lean and high-performing.
You will be successful if:
- You create a consistently excellent support experience for customers by combining product knowledge, empathy, and clear communication, going beyond simply answering the question in the ticket
- You challenge the status quo by spotting patterns, suggesting improvements, and helping the team to continuously refine how we work.
- You help build and maintain internal assets (documentation, playbooks, simple automations, AI agent runbooks, etc.) that speed up investigations, improve consistency, and allow the team to scale without adding headcount.
What You'll Be Responsible For: Customer Support (60%), continuous improvement (30%), proactive monitoring (10%)
- As an expert in our products, you review tickets in our support platform (Pylon) to ensure both internal (HG staff) and external (customers) requests are:
o acknowledged within the expected SLA
o updated regularly to keep the customers informed
o escalated or re-routed when appropriate
- You review monitoring alerts and proactively reach out customers to unblock them in
their use of the product or gather product feedback
- You proactively propose quick syncs with Eng team (internal) and CSM teams to ensure
best resolution of more complex issues.
- During platform incidents, you own customer-facing communications to ensure clear
and timely updates to both internal & external stakeholders
- You actively look for opportunities to improve how we work, based on recurring issues and customer feedback.
o You flag product defects or usability gaps, and help product leaders weigh them against the feature roadmap.
o When issues are not product bugs, you document clear runbooks in Confluence and, where appropriate, design simple automations so they can be handled faster and more consistently (ex: ticket macros, Pylon triggers, Zaps…)
What You’ll Need
We are looking for someone with strong ownership and a proactive mindset, who is as motivated to learn as they are to apply existing skills.
Required
- Office requirements
- You have 2+ years of experience working in tech or B2B SaaS
- You are comfortable working in a remote-first environment. Although you’ll have colleagues in the Pune office, your manager and team will be based out of Paris.
- Ownership: You follow through on commitments, communicate clearly, and seek help or realignment when needed to keep projects on track.
- You communicate clearly and empathetically with customers and internal teams, keeping everyone aligned and informed
- You are analytical: you can reliably reproduce issues, run structured investigations, and partner with engineers to get to root cause.
- You are organized: you manage priorities well in a fast-paced environment and always leave clear documentation of what you’ve done.
- You are an energetic team player who gives more energy and value to the team than you take.
- You are naturally curious, enjoy solving problems, and feel comfortable challenging the status quo with practical suggestions.
Desired
- Previous experience in a support role
- Previous experience working with Enterprise or Strategic accounts
- Experience with Automation tools: Whether it’s using Zapier, Make, n8n, coding automation tools, or employing generative AI in systematic ways, you’re skilled at creating efficiency through technology.
- Some background in Sales Tech MarTech
- Some Experience in Data Analytics (visualization, SQL, Python, etc.)
- A foundational understanding of machine learning principles and current AI capabilities (we are an AI-first company and try to leverage it in everything we do)
