Product Support Specialist - Dwell Brand

Ziff Davis is hiring a Product Support Specialist to act as the key link between Dwell subscribers and our internal engineering team. Reporting directly to the Director of Revenue Products, this hybrid role combines frontline customer relationship management with translating user feedback into product enhancements.

Core Responsibilities:

• Manage approximately 200 weekly support tickets via email and customer voicemails for the Dwell brand.
• Handle subscriber access, account updates, and payment issues using the Stripe platform.
• Partner with CDS Global to resolve complex customer issues outside Stripe capabilities.
• Compile reports in Google Docs/Sheets on recurring support tickets to help product teams prioritize fixes.
• Maintain client knowledge bases, release notes, user guides, and troubleshooting documentation.
• Translate customer feedback trends and churn reasons into prioritized product backlogs and actionable requirements (PRDs/user stories).
• Coordinate cross-functionally with engineering, QA, and marketing to guide features from development to launch.
• Track and report key performance indicators such as CSAT, NPS, retention, and feature adoption rates to executive leaders.

Requirements & Qualifications:

• 3+ years of experience in technical support, customer service management, or customer success.
• 2+ years in an associate product manager or product-adjacent position.
• Bachelor's degree in Computer Science, Business, Communications, or equivalent practical background.
• Hands-on experience with helpdesk tools (Zendesk, Intercom, Salesforce) and product management platforms (Jira, Productboard, Asana).
• Strong communication and conflict resolution skills with high customer empathy.
• Basic technical literacy with web technologies, SQL, or API logs is preferred.