Product Support Specialist

About Membee: Membee is the all-in-one membership management platform for associations, chambers of commerce, nonprofits and clubs. It automates renewals, events, payments and communications so small teams, often volunteer-led, can spend their time attracting, engaging and retaining members instead of administrating them. Our customers are lean teams, often one to three people. They tell us that the hands-on setup, training and support we give them is what they value most, so the people in this role matter a great deal to how customers experience Membee. You will be the voice of Membee for our customers, and the person who makes support better every month. We are using AI to answer more questions faster and to cut the number of tickets customers need to send. That frees our support team to spend less time on repeat questions and more time on the problems that need a person. You will own support and support operations: live chat and tickets, help content, in-product help, and the AI that supports them. This role is for someone sharp, earlier in their career, who wants to see how an AI-enabled SaaS business runs and wants a real hand in shaping it. This is a one-year contract covering a parental leave, with possible extension into a full-time role. Answer live chats and support tickets quickly and thoroughly, across membership, events, finance, CRM and website tools. Pick up the phone when a call will solve it faster. Write and update help content so customers can find answers themselves. Build in-product help that answers questions where the customer is working. Improve our AI support agent, Buzz. Review its answers, find the gaps, and feed fixes back so more tickets are closed by AI chat. Trace tickets back to their cause and recommend UI/UX changes, better help docs and better AI answers. Test new features and enhancements against a testing plan, then update documentation to match. Act as the customer's advocate. Pass churn risks and upsell signals to Customer Success. 2+ years of customer support experience at an SMB or enterprise SaaS company. ~ Clear, structured writing. You can explain a complex idea in a help article or an internal report. ~ You look for why a customer got stuck, not only how to unstick them. ~ Comfort with AI tools, and curiosity about how to make them work better for customers. A warm communicator who treats a one-person office or a volunteer board with the same care as anyone else. Nice to have: live chat experience, and hands-on experience working in the back end of websites, especially WordPress. You will use AI every day and help improve it, including the agent that answers our customers. What you learn from customers feeds directly into what we build. You will work with our General Manager and our senior engineers on priorities, and see how those decisions get made. Real training. A small, quality-of-life-focused team. Remote work, with equipment provided. Our customers value real human connection, and AI gives you more time to give it. Our Values at Beacon Software Business is a repeat game and we believe that human relationships generate alpha. We take pride in having a deep sense of responsibility to ourselves, each other, our partners, and our customers. We seek to build a generational software company. To ensure transparency, we want candidates to know that Beacon Software uses Artificial Intelligence and AI-enabled tools to assist with screening, reviewing, organizing and highlighting profiles and applications that match the key requirements for each role. We use AI to support efficiency and consistency, not to replace human judgment.