Product Support Specialist - Fully Remote

🎧 Product Support Specialist at Passion.io

Support Creators. Solve Problems. Spark Confidence. 🌟

Are you ready to join the niche-leading platform for creators and be the voice that guides them to success? 🌍

But…  We're not just looking for your everyday Product Support Specialist.   We're looking for someone who brings warmth, curiosity, and drive to every interaction.  Someone who loves helping others win and turns hiccups into high-fives 🙌!

If you thrive in fast-paced environments, love being the go-to helper, and enjoy turning “I don’t know how” into “nailed it!” - this might just be your perfect role!!

🔠 Wondering what you’ll be working on?

Here’s how you’ll help us support our global creator community and take their experience from “meh” to “marvelous”:

• Handle product and billing inquiries through email, chat, and (when needed) calls -  with a clear, helpful, and human-first approach
• Troubleshoot Tier 1 user issues, guide creators through solutions, and follow up to make sure things feel smooth and stress-free
• Escalate more complex issues to the appropriate team while keeping communication and momentum flowing
• Stay up to date on new features and known bugs so your answers are accurate, timely, and confidence-building
• Support creators during onboarding, tech setups, and day-to-day usage
• Share common bugs, patterns, and creator feedback with internal teams to drive product improvement
• Represent the Passion brand in every interaction - clear, calm, compassionate, and creator-obsessed
• Build trust with every support touchpoint by being resourceful, proactive, and solution-oriented
• Look for opportunities to surprise and delight: quick turnarounds, thoughtful tips, and those “you made my day” moments
• Show up for your team! Jump in to help with tough tickets, share knowledge, and offer backup when needed
• Join team meetings and feedback sessions with energy and ideas - we're big on shared wins and continuous learning
• Be ready to hop on a quick live call if written support just won’t cut it

Requirements

⏭️ Next…. What do you bring?

You’re the kind of person who’s curious, kind, and just can’t resist a good puzzle. Here’s what we’re hoping you’ve got in your toolkit:

• 2+ years of experience in a SaaS support role, preferably working with non-technical users.
• Experience supporting customers through email and chat, with a strong track record of clear, friendly written comms
• Passion for solving recurring problems, not just patching symptoms ➡️you ask why, not just what now?
• Collaborative mindset with experience working across teams like support, product, or engineering
• Self-starter attitude - you're not waiting for instructions, you're already halfway to a solution 🏁
• You thrive in ambiguous situations and bring structure wherever you go
• Strong communication and feedback skills -  you're not afraid to #speakyourheart or support others

🔥Bonus points if you’ve got a little extra spark!

While not deal-breakers, we may 😉 do a happy dance if you bring:

• 🎥 First-hand experience in the Creator Economy - You get what it’s like to build an audience, launch digital content, or support those who do
• 💬 HubSpot wizardry - You’ve worked your magic in pipelines, support inboxes, or workflows before and know your way around the tools
• 🌍 Remote-ready rhythm - You’re at home in async comms, video calls, and time zones that span the globe
• 💡 Customer success intuition - You’ve been part of teams that don’t just solve issues. They spot opportunities to delight, upsell, and deepen value
• 🧩 A love for patterns and puzzles - You spot the “why” behind recurring problems, dig into root causes, and don’t stop until there’s a better way.
• 🧠 A curious brain and a knack for getting nerdy - You may not be an engineer, but you’re not afraid to explore how things work, ask smart questions, and get your hands a little dirty in the backend when needed!

Benefits

🌍Be Part of Something Bigger….

Passion.io is on a mission to make the world more confident and passionate by enabling creators to build life-changing mobile apps without writing a single line of code. Our platform empowers thought leaders, coaches, and creators to bring their unique visions to life, reaching audiences globally and inspiring growth. 

With thousands of creators and millions of users, we’re shaping the future of the creator economy - and having a blast doing it!!

🏆Perks of Being a Passioneer:

• Freedom to Work from Anywhere:  We’re a fully remote team and will always be.
• Global Gatherings:  We bring the team together in amazing locations (recently: Croatia, Portugal, Greece).
• Entrepreneurial Culture:  Your success is measured by results, not hours.
• Career Growth:  Enjoy regular coaching sessions, internal and external training, and opportunities to attend conferences.
• Openness & Creativity:  Share your ideas in a results-driven, supportive environment.
• Tech Gear Your Way: Annual equipment budget.
• Co-working Flexibility: Prefer working from a co-working space? We’ll help cover the costs.
• Generous Time Off: Enjoy 24 days of paid vacation plus 10 days of “Celebration Leave” for holidays that matter to you.
• Paid Parental Leave: Because family time matters.

 ⛵So….  What will your hiring journey look like?

We want every step to feel meaningful, insightful, and full of connection -  because joining Passion.io isn’t just about landing a role, it’s about finding your people, your purpose, and your place to shine.  Here’s what you can look forward to:

1️⃣ Let’s connect - Discovery Chat: We’ll kick things off with a relaxed 30-minute chat with our Senior Talent & People Ops Manager, Monique. Expect a genuine convo about your experience, interests, and what excites you.  We’ll share insights about Passion.io, our culture, and what makes this role so impactful 🏋️

2️⃣Let’s go deeper - Technical Round: Next, you’ll meet Georgie, our Product Support Lead. This session dives into the nitty-gritty of technical problem solving and a behind-the-scenes peek at our current tooling, challenges, and how we think about support as a driver of customer delight, not just issue resolution 💡

3️⃣Let’s meet the Crew - Sync Up with the Team:  Culture fit matters (but we like to say culture add). This step is all about connection - a relaxed conversation with teammates to explore how we work together, learn from one another, and create a collaborative spark ✨

4️⃣Let’s co-create - Collaborative Insights: This round with Jarret, our CS Squad Lead, is about discovering how our styles align when we’re solving problems as a team. It’s all about creative exchange and co-building energy ⚡

5️⃣Let’s align - Final Vision Conversation:  Finally, connect with Eva (Head of Ops) and Dan (Co-Founder). This is where we zoom out and dream big - how your story fits into our mission, and how we can make magic together. 💫

No more scrolling - it’s go time.

You bring the talent. We’ll bring the passion.

Click APPLY and let’s make some magic. 

Let’s do this 💪🚀

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