Product Specialist - US timezone

About Rocketlane

Rocketlane is a fast-growing, innovative SaaS company making waves in customer onboarding and professional services automation.

Our mission? To empower B2B companies with a smooth, consistent, and efficient way to onboard customers and manage client projects-reducing chaos and boosting customer satisfaction across industries.

We’re a close-knit team of over 100 passionate professionals, all focused on building a product that teams love to use. Our journey has been fueled by $45M in funding from top investors, including 8VC, Matrix Partners, and Nexus Venture Partners.

What will you do ?

• Receive and triage incoming cases (email, phone, and web)

• Provide product support to clients related to technical and operational aspects of the product, including troubleshooting, educating on product features, and providing related product integrations (eg. Salesforce, Jira etc.)

• Collaborate and communicate/escalate issues with other Product Support team members

• Deliver a consistent, responsive, and satisfying customer experience at each touchpoint

• Be responsible for the collation of key metrics/data points to enable reporting and analysis of customer satisfaction

• Train customers in software platform basics and provide progressive guidance throughout the implementation and go-live process

You should apply if

• A degree in a technology-related program with 2 - 4 years of experience in a Product Support role.

• Strong verbal and written communications skills

• Tech-savvy individual with customer-first mentality and enthusiasm to build customer loyalty

• Excellent organisational skills, diligent working style and an eye for detail

• Excellent customer service and interpersonal skills.

• Very Much open to working in the US shift.

Why join us?

At Rocketlane, we’re all about building a great product and a great place to work. Here’s why you’ll actually look forward to Mondays:

• Impact and ownership: You won’t just be another cog in the machine; here, you’re more like a turbocharged engine part. Bring your ideas, make them happen.

• Work with the best: We’re a team of passionate, quirky, and ridiculously talented people. Come for the work, stay for the memes.

• Celebrate wins: Whether we’re hitting major milestones or celebrating new funding, we like to mix it up. From rap videos to team outings, we believe in celebrating big.

• Learn and grow: We’re all about learning-and we’re not just talking about the latest SaaS trends. You’ll grow your career, pick up new skills, and maybe even learn to love Excel (or at least tolerate it).

• Flexibility and balance: While we love collaborating in the office five days a week, we know everyone has their own rhythm. That’s why we offer flexibility around hours-so you can bring your best energy, whether you’re an early bird or a night owl. Pajamas optional (at least outside the office).