Customer Success & Product Support Specialist

Position Summary We are seeking an experienced Customer Success & Product Support Specialist to provide customer-facing support for an AI-powered beauty market intelligence and analytics platform serving U.S. business customers. The role combines B2B SaaS product support, customer onboarding, basic troubleshooting, and coordination of customer requests with U.S. and Korea-based teams. The specialist will serve as a primary point of contact for customers, helping them navigate the platform, understand its features, communicate technical issues, and request product enhancements. The ideal candidate has strong communication skills, experience supporting B2B SaaS products, and the ability to understand and document complex customer requirements. This position requires someone who can confidently engage with business professionals, including senior-level stakeholders, ask the right questions, and coordinate with internal teams to ensure requests and issues are addressed effectively. Job Details Work setup: Work From Home Work schedule: Monday to Friday, 9:00 AM to 6:00 PM U.S. Eastern Time Holidays: Following U.S. holidays based on the client's holiday calendar Responsibilities Provide Tier 1 customer and product support through email and in-app chat, assisting business customers with inquiries about platform functionality and usage. Guide customers in navigating dashboards, analytics, reports, data refreshes, exports, account settings, and other platform features. Conduct vir