Welcome to the Product Support Specialist Role
This is a key, customer-facing role reporting to the Senior CX Manager (NA) where you will drive the success of our global user base by providing expert guidance and resolving technical challenges. You will be essential in bridging the gap between our users, product teams, and engineering, ensuring our customers maximize the value of the Arlo platform.
As a Product Support Specialist, you will be the first point of contact for our customers, utilizing your in-depth product knowledge to troubleshoot issues and minimize disruption to their business operations. This role is crucial for Arlo’s next phase of growth, focusing on enhancing customer retention through proactive enablement, refined documentation, and continuous product improvement.
What You’ll Be Doing (Your Impact)
Customer Support & Issue Resolution
- Handle customer inquiries primarily via the ticketing system, ensuring accurate and timely resolution of functionality, usage, and issue-related questions.
- Diagnose and troubleshoot technical issues, escalating when necessary while proactively identifying patterns in customer-reported bugs and working with Product and Engineering teams to address them.
- Jump on video calls as needed to provide real-time assistance for more complex issues.
- Maintain and improve support documentation, refining online help articles and FAQs to enhance customer self-service and efficiency.
Product Expertise & Customer Enablement
- Act as a product expert, staying up to date with feature updates, new releases, and best practices to provide proactive support and guidance.
- Support customer training and knowledge sharing by collaborating with the Customer Success team. Deliver advanced end-user training via webinars, documentation, and interactive sessions as needed.
- Identify gaps in customer knowledge and proactively create content or training materials to enhance user adoption and efficiency.
Collaboration & Team Support
- Collaborate cross-functionally, working closely with Product, Engineering, and Customer Success teams to advocate for customer needs and contribute to continuous product improvement.
- Provide feedback and insights from customers to internal teams, influencing product development and support processes.
Stakeholder Collaboration
- Ensure that Customer Success and Customer Support work together to deliver the outcomes the business needs by building a strong relationship with colleagues in other regions and functions.
- Work with the Product team to articulate to colleagues Arlo’s product roadmap, opportunities and growth.
Process Improvement & Optimisation
- Assist in identifying inefficiencies in support processes and suggest potential improvements to enhance response times, ticket resolution, and customer satisfaction.
- Support the implementation of workflow improvements by providing feedback and testing new processes in collaboration with the team and Senior CX Manager (NA).
- Help ensure smooth execution of support processes by following best practices and contributing to initiatives aimed at improving the overall customer experience.
Self Management
- Take responsibility and action to maintain your own physical, mental and emotional health.
- Build and maintain your knowledge, skill and experience in your area of functional expertise.
- Develop your ability to build relationships of trust through personal development and coaching.
- Maintain & grow an understanding of the business, our customers, and our teams.
What You’ll Bring (Your Expertise)
At Arlo, you’ll find a supportive team that trusts you to make an impact, gives you the freedom to grow, and the space to do your best work. We value clarity, grit, ownership, and curiosity, and we’re not afraid to challenge ideas to reach the best outcome. We work hard, move fast, and celebrate wins together.
Experience
- 1+ years proven experience in a Customer Support Role or similar role in a SaaS or technology company.
- Ability to work independently and collaboratively with cross-functional teams
- Experience delivering end-user training or consultation.
- Experience with Zendesk or a ticketing system would be a bonus.
- Knowledge of customer success tools and metrics (CRM, CSAT, NPS, etc.) would be an advantage.
Skills & qualifications
- Excellent problem solving and analytical skills with an ability to think outside the box.
- An ability to multi-task and effectively manage a number of tasks/projects at one time.
- Excellent verbal and written communication and interpersonal skills.
- Comfort in a scale-up environment where change is constant and innovation and collaboration are essential.
- Results-driven mentality, self-motivated, enthusiastic and with a “can do” attitude.
- HTML, CSS, and/or Javascript troubleshooting skills would be a bonus.
- Educated to degree level preferred but not essential.
A bit about us
Arlo is a world-leading SaaS company on a mission to revolutionize professional training. With customers in over 70 countries, over 7.5M people trained, and $3B in course transactions, Arlo is loved by thousands of trainers and millions of learners worldwide. Arlo’s all-in-one training management platform handles everything from course creation and scheduling to delivery and operations.
We believe human connection is at the heart of great learning. By blending that philosophy with the latest in AI and e-learning technology, Arlo helps training providers save time, grow revenue, and deliver exceptional learning at scale.
This role is a key part of Arlo’s next phase of growth. Global expansion, deepening our AI capabilities, and empowering a passionate community of training professionals shaping the future of learning
Ready to help our customers succeed?
