Product Support Specialist
Product Support SpecialistCompany: SpeedpointDepartment: Customer SuccessReports to: Director of Customer SuccessLocation: Remote (US) — Charlotte, NC preferredEmployment Type: Full-timeCompensation: $85,000–$100,000 baseAbout SpeedpointThe performance and specialty automotive industry powers a passionate, high-performing segment of the economy — and it deserves software built with the same purpose and craftsmanship its shops bring to every build. Speedpoint is the Shop Management Platform built by people who love this industry, for the shops that drive it — one system for CRM, quoting, scheduling, payments, and reporting. We're building for a space the rest of tech has overlooked, and we're hiring competitive team members who want to help us win.The RoleWe’re looking for a Product Support Specialist to own the ongoing success of Speedpoint customers after they go live. This role picks up where our Implementation Specialist leaves off — keeping a pulse on customer health, resolving issues quickly, delivering ongoing training, and catching risks before they become problems. Our customers are busy, hardworking shop owners and managers who don’t have time for slow responses or runaround. You’ll be the person who keeps them successful and loyal to the platform.What You’ll DoAccount Health & RetentionKeep a pulse on “Tenant Health” across your book of customers — monitor login frequency, usage patterns, and shifts in customer sentimentIdentify early warning signs of at-risk accounts and proactively reach out before issues escalateEscalate high-risk situations (refund requests, payment friction, non-responsiveness) to the Director of Customer SuccessAct as the first line of defense for customer issues and complaintsOngoing Training & EnablementDeliver ongoing training sessions to existing customers on new features, underused functionality, and workflow optimizationHelp customers get more value out of Speedpoint by surfacing tools and practices that fit their businessCommunicate directly and efficiently — respect the time-starved nature of shop staff balancing service work with software adoptionCRM Integrity & Feedback LoopMaintain “Source of Truth” accuracy in Close CRM — keep account records, contacts, and integration statuses current as accounts evolveDocument customer feedback, feature requests, and recurring issues so the product and engineering teams can act on themPartner with the Implementation Specialist on clean hand-offs for newly onboarded customersWhat We’re Looking ForRequired:Strong communicator who can build trust with shop owners and managers quicklyProactive problem solver who spots issues before they become crisesAble to troubleshoot and diagnose software issues calmly under pressureEfficiency-first mindset — you understand that in the automotive world, time is moneyDemonstrates consistent work ethic and ownershipNice to Have:Experience in customer success, account management, or technical support for a SaaS productExperience with CRM tools (Close CRM, Salesforce, or HubSpot)Comfortable operating in a startup environment where tools and processes are still evolvingInterest in or familiarity with the automotive service industryWhat Success Looks LikeHigh customer retention and satisfaction across your accountsEarly identification of at-risk accounts with clear escalation pathsCustomers actively using more of the platform over time, not lessClean, accurate CRM data that leadership can trustContinuous feedback loop with product and engineering teamsCompensation & BenefitsBase Salary: $85,000–$100,000Medical: Employer-paid medical coverageDental & Vision: AvailableWork Environment: Fully remote (US), Eastern time business hoursGrowth: Direct access to leadership and opportunity to grow with a fast-moving companyHow to ApplyApply through our Manatal careers portal or email your resume to careers@getspeedpoint.com.