Product Support Specialist

The Product Operations team enables our Product teams to build and deliver best-in-class products that delight our customers, and to do so in a way that is efficient, effective, and scalable. In this role, you will be managing, developing, and implementing release activities and commercializing digital product launches of new and existing products. You will be working cross functionally with stakeholders to develop project plans, roadmaps, and manage any enhancements/backlogs.

We are looking for a candidate who will work on initiatives across these three areas. The ideal candidate brings a unique blend of strategic and operational / execution skills. They are a data-driven structured problem solver and enjoy rolling up their sleeves to get things done. They are the kind of person who thrives in a fast-paced, cross-functional environment and enjoys working on a variety of initiatives.

In this role, you will:

• Acts as subject matter expert and reviews operational workflows, identifying problems and develops improvements, modifications, and enhancements.
• Maintain databases required for business operations.
• Tracks and communicates workflow and system changes to appropriate resources.
• Will assist with training and documentation needs.
• Develops and generates reports for management review.
• Notifies appropriate department leaders about issues and problems in operational workflow requiring immediate attention
• Participates as a subject matter expert in the development of written guidelines and documents problems as needed.
• Understand interdependencies between technology, operations, and business needs
• Develop and own ongoing refinements to playbooks, knowledge base and operational best practices
• Build centralized sources of truths for key cross-functional metrics (e.g., feature requests, support tickets)
• Champion, role model, and embed Multiplier’s cultural principles (Obsess Over the Customer, build for the Long Term, Growth Mindset) as we scale globally

Minimum requirements for this role:

1. 4-7 years of experience in consulting or business/product operations
2. Strong analytical skills - ability to structure analysis and derive data-driven insights
3. Strong problem-solving skills: ability to break down ambiguous problems and turn them into actionable solutions and insights
4. Ability to build strong relationships with PMs, senior leaders and cross-functional partners.
5. Highly organized with exceptional attention to detail and the ability to execute on large, cross-functional projects
6. Comfortable with ambiguity, is a self-starter, and has an enthusiasm for improving efficiency

An ideal candidate also has:

• Previous experience as a Product Support/Product Ops at B2B SaaS companies
• Familiar with business systems and tools (e.g., Metabase, Clickup, JIRA, Zendesk, Confluence, Salesforce)
• Experience with data visualization tools (e.g., Tableau) and SQL; willingness to learn new tools if needed
• Be able to write Scripts, and API calls via Postman
• Have strong knowledge of Database