Product Support Specialist

We’re looking for a Product Support Specialist who thrives at solving complex problems and improving how customers find success in Pulley. This role blends technical depth with strong communication skills, helping customers get answers quickly while building scalable systems for the future. You’ll be both a second-line problem solver and a driver of continuous improvement across our support processes, tools, and training.

You’ll thrive here if you’re curious, analytical, and energized by making high-leverage improvements to how we support our customers. This is an ideal role for someone with product intuition, strong communication skills, and experience supporting products with financial or equity components, ready to help elevate the support function at a fast-growing startup.

🛠 What you’ll do

• Diagnose and resolve advanced product issues by using Pulley’s technical resources, advanced diagnostic techniques, and SME collaboration
• Serve as a subject matter expert across Pulley’s advanced features, integrations, and industry specific workflows workflows
• Conduct training sessions and webinars for both customers and teammates
• Identify root causes of customer pain points and partner with Product, Engineering, and Design on long-term fixes
• Lead initiatives to improve support processes, reduce recurring issues, and strengthen problem-solving frameworks
• Create clear and precise communications, including customer-facing Help Center content and internal templates
• Analyze support trends to recommend and lead initiatives that improve quality, reduce incoming volume, and enhance tooling
• Stay ahead of product releases and industry trends to ensure support readiness and proactive communication
• Build trusted relationships with high-value customers by providing tailored support and anticipating their needs
• Turn customer feedback into actionable insights that inform product improvements and team processes
• Work with Product and Engineering teams to hone in on the needs of founders to help shape the future of Pulley’s product offerings

🙌 What you bring

• Have 3+ years of experience in a customer-facing role – whether in customer support, account management, or a similar position – ideally in a B2B SaaS, fintech, or equity-related environment
• Feel confident handling equity, finance, or cap table-related support issues
• Are a natural problem solver—you’re analytical, methodical, and unafraid to dive into the details
• Can clearly and concisely explain technical concepts to non-technical audiences
• Are proactive and solution-oriented, not just responding to what’s asked, but anticipating what’s needed by the customer and internal teams alike
• Know how to work across functions—from reporting bugs to engineers to collaborating with CSMs on account needs
• Are passionate about delivering personalized, high-quality service that makes a lasting impression
• Bring a strong sense of ownership—you don’t wait for someone to tell you what to do, you look for ways to make things better

✨ Why Work at Pulley?

• We’ve moved beyond early-stage uncertainty – Our product has traction and we’re building on a solid foundation, but we’re still early enough in our journey where your work will directly shape the company’s trajectory as we scale.
• Make it easier for anyone to start a company – Founders turn bold ideas into reality – building things that might not exist otherwise. Starting a company is hard enough. Managing equity should be. Pulley exists to make equity management simpler, smarter, and more accessible for founders from day one.
• Work with a high-performing and passionate team – We value the concept of stunning colleagues and we’re thoughtful about creating a team that is excited about building a great company together. Here are some traits that enable our team members to thrive:
  • First Principles Thinking  – We believe in breaking down problems into their most basic parts, and that something is possible unless proven otherwise. We understand “why did certain things work?” and apply it to our situation.
  • Ship It & Iterate – We value people who not only generate ideas but also do the work to bring them to life. Instead of fixating on outcomes, we focus on the inputs we can control and take our best bets. We move quickly to ship something, talk to users, get feedback, and iterate.
  • Boldly Honest & Aggressively Considerate – Being boldly honest means challenging each other to set and hit goals, and make the right strategic decisions on what to build. Being aggressively considerate means caring about one another as humans and speaking up with empathy so we can succeed together as a team.
  • Ego-less Learner – Everyday at Pulley, we’re trying things that we’ve never done before – sometimes they work; sometimes they don’t. It’s important to embrace the mindset of a beginner – stay curious, open to feedback, and ready to learn and grow alongside the team.

💚 Benefits

• Competitive salary and meaningful equity
• Medical, Dental, and Vision insurance
• Unlimited PTO + winter holiday break
• Generous stipends for WFH, learning, wellness, and AI tools
• Parental leave
• 401(k) match (US) / Pension match (Canada)

Annual Salary Range: $70,000—$85,000 USD