Product Support Specialist

What You'll Be Doing:

As a Product Specialist, you'll be at the forefront of the customer experience, acting as a trusted advisor and problem solver for our customers.

● Take ownership of customer issues and drive them to resolution.
● Diagnose, troubleshoot, and resolve product-related challenges.
● Work closely with Product, Engineering, Customer Success, and Operations teams to
deliver the best possible outcomes for customers.
● Advocate for customer needs and provide valuable feedback to internal teams.
● Deliver exceptional support experiences and help customers get maximum value from
the platform.
● Create and maintain knowledge base articles, FAQs, and troubleshooting guides.
● Leverage AI tools, wherever applicable, to improve efficiency and solve problems faster.
● Support customer onboarding, product adoption, and ongoing engagement initiatives.

What We're Looking For

Required
● 0–3 years of experience in a customer-facing, support, onboarding, implementation,
customer success, or troubleshooting role.
● Excellent written and verbal communication skills.
● Strong customer empathy and a genuine passion for helping people.
● Strong problem-solving and analytical skills.
● Ability to manage multiple priorities in a fast-paced environment.
● Experience using ticketing systems such as Freshdesk and project management tools
such as JIRA.
● Willingness to learn new technologies and continuously improve.
● A self-starter mindset with the ability to take ownership and work independently.

Preferred
● Prior experience working in a SaaS company.
● Exposure to Property Technology (PropTech) products.
● Experience working with shopping malls, retail real estate, mall operations, tenant
management, or technology solutions serving the malls segment.
● Prior experience supporting customers in the malls or retail property ecosystem will be
an added advantage.
● Basic understanding of APIs, JSON, integrations, or technical troubleshooting.
● Experience supporting customers over phone, chat, and email channels.
● A proven track record of consistently exceeding goals and expectations.
● Familiarity with AI tools and technologies, along with the ability to effectively use them to
solve problems, improve efficiency, accelerate learning, and deliver better customer
experiences.

Who Will Succeed in This Role?

We're looking for someone who is:
● A self-starter who takes ownership and accountability.
● Customer-focused and empathetic.
● Curious and eager to learn.
● Comfortable working in a high-growth, fast-paced environment.
● Collaborative and able to work effectively across teams.
● Passionate about solving problems and delivering great customer experiences.

Why Join Monkspace.ai?
● Work on real-world problems that directly impact customers.
● Collaborate with a passionate and supportive team.
● Take on meaningful responsibilities and grow your career.
● Gain exposure to leading malls, retail destinations, and PropTech use cases.
● Help shape the future of property technology through innovation and customer success.

If this sounds like a role you'd enjoy, we'd love to hear from you.