Welcome to the Product Support Specialist Role
This is a key customer-facing role reporting to the Senior CX Manager (UK) where you will support customers in successfully using the Arlo platform.
As a Product Support Specialist, you will be the first point of contact for customers — resolving issues, providing expert guidance, and ensuring they can maximise the value of the product.
You’ll bridge the gap between customers, product, and engineering teams, helping resolve challenges while contributing insights that improve the product and support experience.
This role is ideal for someone who enjoys problem-solving, building product expertise, and delivering high-quality customer support in a fast-paced SaaS environment.
What You’ll Be Doing (Your Impact)
Your primary focus will be on resolving customer issues, improving support processes, and helping customers get the most from the platform.
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Customer Support & Issue Resolution: Handle customer enquiries, troubleshoot issues, and provide timely, accurate solutions
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Product Expertise & Enablement: Act as a product expert, guiding customers and supporting training and knowledge sharing
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Customer Experience Improvement: Maintain and improve support documentation, FAQs, and self-service resources
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Collaboration: Work closely with Product, Engineering, and Customer Success teams to resolve issues and improve outcomes
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Customer Insights: Share feedback and identify trends in customer issues to influence product improvements
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Process Improvement: Identify and support improvements to support workflows, response times, and efficiency
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 in a customer support or similar role in SaaS/technology
- Experience troubleshooting product or technical issues
- Experience delivering end-user training or customer guidance
- Experience with ticketing systems (e.g. Zendesk) is a bonus
Skills
- Strong problem-solving and analytical skills
- Ability to manage multiple tasks and priorities effectively
- Excellent written and verbal communication skills
- Comfortable working in a fast-paced, scale-up environment
- Results-driven with a proactive mindset
- HTML, CSS, or JavaScript troubleshooting is a bonus
Capabilities
- Customer-focused with a strong commitment to service
- Empathetic and able to build trust with customers
- Proactive and solution-oriented
- Collaborative team player across functions
- Strong initiative and willingness to learn
- Knowledge sharing mindset and continuous improvement focus
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.
Here, 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, 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.
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 become a product expert and help customers succeed?
If you enjoy solving problems, supporting customers, and building deep product knowledge, apply now with your CV. Applications will be reviewed on a rolling basis.
