Product Support Specialist

Job Description

Company Overview:Chargeback Gurus helps businesses protect and recover revenue by providing innovative chargeback management solutions, AI analytics, and insights powered by our proprietary FPRONE platform. By understanding our clients’ needs and fully aligning with their goals, we help clients reduce chargebacks and increase recovery rates to maximize revenue. Our technology solutions use powerful AI insights, data science and advanced analytics —combined with deep industry expertise—to deliver hundreds of millions of dollars in recovered revenue to our clients. For more information, visit www.chargebackgurus.com. Role OverviewWe are seeking a highly motivated Product Support Specialist to join our growing team. This frontline support role is responsible for assisting merchant users as they navigate through the chargeback management process and utilize our proprietary platform.You will provide direct support to clients by helping them understand portal workflows, assisting with navigation issues, resolving general platform queries, and ensuring a smooth, efficient user experience. Strong communication skills, quick learning ability, adaptability, and a client-first attitude are critical for success in this role.This is an exciting opportunity for individuals who are passionate about client service, product support, and becoming an expert in the chargeback management journey. Key ResponsibilitiesAssist merchant users in navigating the chargeback process through our platform.Provide Tier 1 frontline support through tickets, emails, chats, and calls for product and navigation-related inquiries.Help clients resolve challenges related to portal functionality, workflow navigation, and usage best practices.Triage incoming tickets and categorize them appropriately (Product, Operations, IT-related).Escalate more complex technical issues to internal teams following standard escalation workflows.Maintain accurate and thorough documentation of client interactions and resolutions.Continuously stay updated on platform enhancements, new features, and process changes.Update and contribute to internal knowledge base resources based on new learnings.Manage escalations and pressure situations professionally, ensuring irate or concerned clients are handled empathetically and effectively.Meet and exceed SLAs, KPIs, and CSAT targets. Key Result Areas (KRAs)Efficient and accurate support for portal navigation and platform functionality.First-level resolution of client queries related to chargeback workflows.Timely escalation of complex issues to relevant teams.High client satisfaction through effective communication and support delivery. Qualifications & RequirementsBachelor's degree in any discipline.4-8 years of experience in customer support, product support, client services, and/or helpdesk roles (preferably supporting a technology platform).Excellent verbal and written communication skills, with strong ability to understand and assist US-based clients.Ability to quickly grasp platform workflows and explain them clearly to users.Familiarity with ticketing systems and escalation workflows.Strong attention to detail, multitasking skills, and client empathy.Ability to handle pressure situations and escalations calmly and professionally.Comfortable working US daytime hours and weekends, as required. Preferred SkillsPrior experience supporting clients using technology or workflow platforms.Familiarity with chargebacks, payment disputes, or merchant-facing financial technology.Experience working in fast-paced support environments focused on customer success.