Technical Customer Success & Product Specialist (Part-Time) Full Time NEW

Hours: Monday–Friday, 1:00 PM – 5:00 PM EST (20 hours/week)

Location: Remote

Role Overview

This is a hybrid role at the intersection of customer experience, product operations, and hands-on technical execution.

As Launch 360 continues to evolve and prepare for the rollout of Version 2 of our platform, we are operating in a fast-moving, iterative, and highly collaborative environment. You’ll have the opportunity to play a hands-on role in shaping and refining a growing product in real time.

You will support customers directly, partner with the development team and CEO on product issues, and—importantly—resolve many issues independently by working within the system backend. You will also play an active role in leveraging AI tools to build and enhance functionality within the platform.

This role is ideal for someone who is both customer-focused and technically curious—someone who enjoys solving problems, learning systems deeply, and contributing to the build and refinement of a growing product.

Key Responsibilities

Customer Support & Experience

• Serve as the primary point of contact for customer inquiries and support requests
• Respond quickly and professionally, ensuring a high-quality, thoughtful experience
• Troubleshoot issues and guide customers to clear, effective solutions
• Approach every interaction with a strong customer-first and solution-oriented mindset

Technical Troubleshooting & System Support

• Diagnose product issues and determine the most efficient path to resolution
• Resolve straightforward issues independently by working within backend systems and databases
• Make quick fixes when appropriate without escalating to the development team
• Escalate more complex issues to development with clear, well-documented details. Follow the process to resolution.
• Continuously build deep knowledge of the platform to increase self-sufficiency

Product, Systems & Integrations

• Serve as the primary link between customers, developers, and marketing partners for complex issues, bugs, and feature enhancements
• Document issues with clarity, including reproduction steps, expected outcomes, and business impact
• Help prioritize and track product fixes, ensuring timely resolution
• Contribute to the ideation, testing, and refinement of new features to improve functionality and user experience
• Support ongoing QA and testing efforts, particularly for new releases and platform updates
• Partner with external marketing teams on tool integrations and oversee the ongoing maintenance and performance of marketing and product systems, ensuring all platforms run smoothly
• Contribute to content creation and editing, bringing strong written communication skills and attention to detail

Website & Content Management (WordPress)

• Maintain and update website content using WordPress
• Ensure messaging and product details remain accurate and up to date
• Support updates to product, pricing, and resource pages

AI Development & Innovation

• Actively use Claude AI to build and experiment with new code enhancements—not just assist
• Develop lightweight tools and enhancements using AI (e.g., chatbots, workflow automations, data analysis tools)
• Explore ways to integrate AI-driven functionality into the Launch 360 platform
• Support creation of AI-powered features such as insights, reporting enhancements, or user tools
• Stay current on emerging AI capabilities and identify practical applications

Project-Based & Operational Support

• Support rollout and implementation of new product features
• Contribute to ongoing system testing and improvements

Qualifications

Must-Have Skills & Experience

• Strong customer service and communication skills. Highly responsive, organized, and detail-oriented
• Strong problem-solving ability with a proactive mindset
• Demonstrated technical aptitude and ability to learn technical systems quickly. Be comfortable learning new tools and technologies independently
• Comfort navigating backend systems, tools, or databases (or strong willingness to learn)
• Working Experience with WordPress with the capability to self-teach unknown skills.
• Strong interest in learning and applying AI tools and integrations, with some hands-on experience using language-based AI tools and the technical aptitude to independently build skills through online resources and experimentation
• Desire to take ownership of smaller technical or operational projects, understanding we are a small team and some work may be administrative.