Description:
SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an experienced Senior Product Support Specialist. The Senior Product Support Specialist will play a pivotal role in ensuring the success and satisfaction of SOCi’s clients by providing expert-level support for our products. This individual will be responsible for troubleshooting and resolving complex product issues, working closely with cross-functional teams to ensure client needs are met promptly and effectively.
Who We Are
SOCi is redefining how multi-location enterprises achieve local and AI search visibility with the world’s first agentic workforce. Built specifically for distributed brands, SOCi’s brand-trained agents are guided by a unified visibility engine that autonomously executes and optimizes local marketing work across AI search, GEO ecosystems, social, and reviews — ensuring every location is visible, discoverable, and growing in today’s geo-driven landscape. Trusted by leading brands like Ford, Ace Hardware, and Liberty Tax, and recognized by Fast Company as one of the World’s Most Innovative Companies, SOCi transforms marketing from software you manage into work that gets done — intelligently, consistently, and at scale.
How You’ll Make An Impact
- Provide advanced product support to clients, troubleshooting and resolving complex issues related to SOCi’s platform and services.
- Serve as the primary point of contact for escalated support cases, ensuring timely and effective resolution.
- Collaborate with product management, engineering, and other internal teams to diagnose and resolve product issues, providing detailed feedback and insights to drive product improvements.
- Develop and maintain comprehensive knowledge of SOCi’s products and services, staying current with new features, updates, and industry trends.
- Create and maintain detailed documentation of support cases, resolutions, and best practices to facilitate knowledge sharing and continuous improvement.
- Conduct regular training sessions and workshops for clients, providing guidance on best practices and optimal use of SOCi’s platform.
- Mentor and provide guidance to junior support specialists, fostering a culture of continuous learning and professional development within the support team.
- Monitor and analyze support metrics to identify trends and areas for improvement, implementing strategies to enhance the overall client support experience.
- Participate in client success initiatives, contributing to the development and implementation of strategies to drive client engagement, satisfaction, and retention
What You’ll Need To Be Successful
- Hybrid Opportunity: This role is fully remote until our Vancouver, BC office or Toronto, ON office is established. Once the office is in place, it will transition to a hybrid model, with a 50/50 split between remote and in-office work.
- Must Have:
- 5+ years of experience in product support, technical support, or a related role within a SaaS or technology company.
- Strong technical troubleshooting skills, with the ability to diagnose and resolve complex product issues.
- Knowledge and working experience of APIs and SQL.
- Excellent communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical audiences.
- Proven track record of delivering high-quality customer support and achieving client satisfaction.
- Experience with support ticketing systems and customer relationship management (CRM) tools.
- Ability to work collaboratively in a fast-paced, dynamic environment, managing multiple priorities and deadlines.
- Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing potential issues.
- Passion for continuous learning and professional development, with a commitment to staying current with industry trends and best practices.
- Education:
- Bachelor’s degree in Information Technology, Computer Science, Business, or a related field; or equivalent work experience.