Product Specialist - US timezone

About Rocketlane

Rocketlane is a fast-growing, innovative SaaS company making waves in customer onboarding and professional services automation.

Our mission? To empower B2B companies with a smooth, consistent, and efficient way to onboard customers and manage client projects—reducing chaos and boosting customer satisfaction across industries.

We’re a close-knit team of over 100 passionate professionals, all focused on building a product that teams love to use. Our journey has been fueled by $45M in funding from top investors, including 8VC, Matrix Partners, and Nexus Venture Partners. 

What will you do ? 

1. Receive and triage incoming cases (email, phone, and web)

2. Provide product support to clients related to technical and operational aspects of the product, including troubleshooting, educating on product features, and providing related product integrations (eg. Salesforce, Jira etc.) 

3. Collaborate and communicate/escalate issues with other Product Support team members

4. Deliver a consistent, responsive, and satisfying customer experience at each touchpoint

5. Be responsible for the collation of key metrics/data points to enable reporting and analysis of customer satisfaction

6. Train customers in software platform basics and provide progressive guidance throughout the implementation and go-live process

You should apply if 

1. A degree in a technology-related program with 2 - 4 years of experience in a Product Support role. 

2. Strong verbal and written communications skills

3. Tech-savvy individual with customer-first mentality and enthusiasm to build customer loyalty

4. Excellent organisational skills, diligent working style and an eye for detail

5. Excellent customer service and interpersonal skills.

6. Very Much open to working in the US shift. 

Why join us?

At Rocketlane, we’re all about building a great product and a great place to work. Here’s why you’ll actually look forward to Mondays:

• Impact and ownership: You won’t just be another cog in the machine; here, you’re more like a turbocharged engine part. Bring your ideas, make them happen.

• Work with the best: We’re a team of passionate, quirky, and ridiculously talented people. Come for the work, stay for the memes.

• Celebrate wins: Whether we’re hitting major milestones or celebrating new funding, we like to mix it up. From rap videos to team outings, we believe in celebrating big.

• Learn and grow: We’re all about learning—and we’re not just talking about the latest SaaS trends. You’ll grow your career, pick up new skills, and maybe even learn to love Excel (or at least tolerate it).

• Flexibility and balance: While we love collaborating in the office five days a week, we know everyone has their own rhythm. That’s why we offer flexibility around hours—so you can bring your best energy, whether you’re an early bird or a night owl. Pajamas optional (at least outside the office).