{"id":2949799,"url":"https://alion.io/job/beacon-software-product-support-specialist-membee","title":"Product Support Specialist - Membee","company":{"id":449681,"name":"Beacon Software","domain":"beaconsoftware.com","url":"https://alion.io/company/beacon-software","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":95,"open_postings":13,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":65,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":28000,"max_usd":55000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":8},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"PHP","optional":true},{"name":"WordPress","optional":true}],"status":"live","first_seen_at":"2026-10-20T17:53:16Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-23T00:06:11Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"About Membee:\nMembee is the all-in-one membership management platform for associations, chambers of commerce, nonprofits and clubs. It automates renewals, events, payments and communications so small teams, often volunteer-led, can spend their time attracting, engaging and retaining members instead of administrating them. Our line is simple: grow your organization, don't administrate it.\nOur customers are lean teams, often one to three people. They tell us that the hands-on setup, training and support we give them is what they value most, so the people in this role matter a great deal to how customers experience Membee.\nThe role:\nYou will be the voice of Membee for our customers, and the person who makes support better every month. We are using AI to answer more questions faster and to cut the number of tickets customers need to send. That frees our support team to spend less time on repeat questions and more time on the problems that need a person.\nYou will own support and support operations: live chat and tickets, help content, in-product help, and the AI that supports them. You will report to our General Manager, Care, and work every day with our small engineering team and with product.\nThis role is for someone sharp, earlier in their career, who wants to see how an AI-enabled SaaS business runs and wants a real hand in shaping it.\nThis is a one-year contract covering a parental leave, with possible extension into a full-time role.\nWhat you'll do:\nAnswer live chats and support tickets quickly and thoroughly, across membership, events, finance, CRM and website tools. Pick up the phone when a call will solve it faster.\n\nWrite and update help content so customers can find answers themselves.\n\nBuild in-product help that answers questions where the customer is working.\n\nImprove our AI support agent, Buzz. Review its answers, find the gaps, and feed fixes back so more tickets are closed by AI chat.\n\nCut overall ticket volume. Trace tickets back to their cause and recommend UI/UX changes, better help docs and better AI answers.\n\nTest new features and enhancements against a testing plan, then update documentation to match.\n\nAct as the customer's advocate. Document recurring usability patterns in detail so product and engineering can act on them.\n\nPass churn risks and upsell signals to Customer Success.\n\nWhat you'll bring:\nRequired:\n2+ years of customer support experience at an SMB or enterprise SaaS company.\n\nClear, structured writing. You can explain a complex idea in a help article or an internal report.\n\nStrong root-cause thinking. You look for why a customer got stuck, not only how to unstick them.\n\nComfort with AI tools, and curiosity about how to make them work better for customers.\n\nWe also look for:\nA quick study who picks up new tools and products on the fly, and is happy to switch between tasks.\n\nA warm communicator who treats a one-person office or a volunteer board with the same care as anyone else.\n\nA self-starter who notices problems and proposes fixes without waiting to be asked.\n\nGenuine interest in the operational needs of membership-based organizations.\n\nNice to have: live chat experience, and hands-on experience working in the back end of websites, especially WordPress.\nWhat you'll get:\nHands-on exposure to an AI-enabled SaaS business. You will use AI every day and help improve it, including the agent that answers our customers.\n\nA window into product management. What you learn from customers feeds directly into what we build. You will work with our General Manager and our senior engineers on priorities, and see how those decisions get made.\n\nReal training. A structured onboarding period to learn the product, and a deeply experienced team who will mentor you.\n\nClear goals and feedback. We agree on goals with you and give you the feedback to grow.\n\nA small, quality-of-life-focused team. Remote work, with equipment provided.\n\nHow we work:\nYou will be measured on four things: time to resolution, positive engagement score, tickets closed, and overall ticket reduction.\nAI is a tool that makes you better at this job. It does not replace you. Our customers value real human connection, and AI gives you more time to give it.\nOur Values at Beacon Software\nHumility: We acknowledge that the path to getting to the right answer involves being wrong along the way. We have strong beliefs which are weakly held. We actively seek new ideas and believe we can learn from anyone at any time.\n\nHonesty: We are truth seeking in our approach to business problems. Business is a repeat game and we believe that human relationships generate alpha. We understand that trust is earned over a lifetime and can be lost in an instant.\n\nHunger: We play to win. We hold ourselves to high standards and will not be outworked. We take pride in having a deep sense of responsibility to ourselves, each other, our partners, and our customers. We believe to whom much is given much is expected.\n\nHorizon: We seek to build a generational software company. This will take decades. We manage our expectations and those of our partners to take advantage of the 8th wonder of the world - compounding growth.\n\nHow We Use AI in Our Hiring Process: To ensure transparency, we want candidates to know that Beacon Software uses Artificial Intelligence and AI-enabled tools to assist with screening, reviewing, organizing and highlighting profiles and applications that match the key requirements for each role.\n AI does not make hiring decisions: Every application is reviewed by a member of our team, and all decisions throughout the process are made by humans. We use AI to support efficiency and consistency, not to replace human judgment. 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