Product Support Executive

OBJECTIVE OF THE POSITION

To ensure a seamless member experience on the Karma Subito App by proactively resolving functional issues, bridging knowledge gaps, and acting as the first line of product support between Karma Concierge and Karma Subito Dev team thereby reducing escalations, improving resolution time, and enhancing overall product adoption and satisfaction.

RESPONSIBILITIES

Product Support & Troubleshooting

• Act as the first line of functional escalation for Karma Subito App issues.
• Diagnose login, access, booking, and product-related concerns before escalating to Engineering.
• Identify whether issues are user knowledge gaps, configuration issues, or technical bugs.
• Maintain issue logs and track recurring problem patterns.

Customer Care Enablement

• Support the Karma Concierge team with real-time guidance on complex member queries.
• Develop and maintain SOPs, FAQs, troubleshooting guides, and knowledge base articles.
• Conduct periodic training sessions for Customer Care on product updates and features.
• Reduce unnecessary escalations to Engineering through structured training.

Cross-Functional Coordination

• Liaise with Product and Engineering teams for confirmed technical issues.
• Provide clear reproduction steps and business impact summaries when escalating bugs.
• Participate in UAT testing before feature releases.
• Validate bug fixes and enhancements in staging/production.

Product Operations

• Monitor app usage patterns and recurring issue categories.
• Recommend improvements to reduce friction in member journeys.
• Assist in the rollout of new features and internal process updates.

REQUIREMENTS

• 25 years experience in Product Support / Application Support / Product Operations.
• Strong understanding of mobile/web applications.
• Excellent troubleshooting and analytical skills.
• Ability to read logs or understand basic API workflows (preferred).
• Strong communication skills able to simplify technical information.
• Experience working with Customer Care teams is a plus.
• Familiarity with ticketing tools (Jira, Freshdesk, Zendesk, etc.).