Welcome to the Product Support Specialist Role
This is a key customer‑facing role reporting to the Senior CX Manager (UK) where you will support customers in successfully using the Arlo platform.
As a Product Support Specialist, you will be the first point of contact for customers — resolving issues, providing expert guidance, and ensuring they can maximise the value of the product. You’ll bridge the gap between customers, product, and engineering teams, helping resolve challenges while contributing insights that improve the product and support experience. This role is ideal for someone who enjoys problem‑solving, building product expertise, and delivering high‑quality customer support in a fast‑paced SaaS environment.
What You’ll Be Doing (Your Impact)
Your primary focus will be on resolving customer issues, improving support processes, and helping customers get the most from the platform.
- Customer Support & Issue Resolution: Handle customer enquiries, troubleshoot issues, and provide timely, accurate solutions.
- Product Expertise & Enablement: Act as a product expert, guiding customers and supporting training and knowledge sharing.
- Customer Experience Improvement: Maintain and improve support documentation, FAQs, and self‑service resources.
- Collaboration: Work closely with Product, Engineering, and Customer Success teams to resolve issues and improve outcomes.
- Customer Insights: Share feedback and identify trends in customer issues to influence product improvements.
- Process Improvement: Identify and support improvements to support workflows, response times, and efficiency.
What You’ll Bring (Your Expertise)
At Arlo, we value clarity, grit, ownership, and curiosity, and encourage a culture that challenges ideas to reach the best outcome. We expect you to bring a proactive, results‑driven mindset and a strong commitment to customer service.
Experience
- 1+ years in a customer support or similar role in SaaS/technology.
- Experience troubleshooting product or technical issues.
- Experience delivering end‑user training or customer guidance.
- Experience with ticketing systems (e.g., Zendesk) is a bonus.
Skills
- Strong problem‑solving and analytical skills.
- Ability to manage multiple tasks and priorities effectively.
- Excellent written and verbal communication skills.
- Comfortable working in a fast‑paced, scale‑up environment.
- Results‑driven with a proactive mindset.
Capabilities
- Customer‑focused with a strong commitment to service.
- Empathetic and able to build trust with customers.
- Proactive and solution‑oriented.
- Collaborative team player across functions.
- Strong initiative and willingness to learn.
- Knowledge sharing mindset and continuous improvement focus.
A bit about us
Arlo is a world‑leading SaaS company on a mission to revolutionise professional training. With customers in over 70 countries, over 7.5 M people trained, and $3 B in course transactions, Arlo’s all‑in‑one training management platform handles everything from course creation and scheduling to delivery and operations. We believe human connection is at the heart of great learning and blend philosophy with AI and e‑learning technology to help training providers save time, grow revenue, and deliver exceptional learning at scale.
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