At a Glance
- Tasks: Provide top-notch support to clients and improve product quality through user feedback.
- Company: Join Pulsar, a leading tech innovator in London with a vibrant team culture.
- Benefits: Enjoy a rewarding role with opportunities for growth and development.
- Other info: Collaborate with diverse teams and enhance your career in a dynamic environment.
- Why this job: Make a real difference by helping clients and shaping product improvements.
- Qualifications: Strong customer service skills and a passion for problem-solving.
The predicted salary is between 36000 - 60000 € per year.
Join a fantastic team in a rewarding and varied Product role for a market-leading tech company based in London! We are seeking a highly motivated and product-savvy Product Support Specialist to join the Product team at Pulsar. This critical role oversees all aspects of client service, ensuring continuous and authoritative support for all our clients and stakeholders. You will be instrumental in driving product quality and user engagement by analysing user issues at scale and championing their timely resolution. The ideal candidate will be resourceful, patient, and possess exceptional customer service skills, with a genuine passion for efficiently resolving user queries. Your ability to measurably improve the product team's issue-resolution capabilities is key to this role. You must love helping people!
A significant part of this role involves strong internal and external engagement across various teams, including Product, Sales, Customer Success, and Engineering. Therefore, excellent alignment, communication, and prioritisation skills are essential for managing different personalities and competing priorities.
Key Responsibilities And Focus Areas- Client Support & Ownership: Own the end-to-end support experience for Pulsar clients, ensuring issues are resolved quickly and clearly while maintaining a high standard of service. Act as a trusted advisor to clients by diagnosing problems, explaining platform behaviour, and providing practical workarounds or alternative approaches when needed. Partner with Sales and Customer Success teams to support client meetings, deliver product training, and ensure clients are getting maximum value from the platform. Advocate for the client internally by clearly communicating issues, blockers, and opportunities for improvement.
- Product Quality & Improvement: Analyse support tickets, platform data, and user feedback to identify trends, recurring issues, and areas where the product experience can be improved. Work with Product and Engineering teams to prioritise issues that impact client experience and platform reliability. Translate user feedback into clear insights that help shape product direction and improve overall platform quality. Share structured feedback with internal teams, highlighting patterns in user behaviour, feature requests, and opportunities to improve usability. Collaborate closely with Product and Engineering to ensure client insights meaningfully inform product development.
- Process & Knowledge Management: Continuously improve support workflows and internal processes to increase efficiency and reduce client friction. Proactively identify ways to reduce contact rates through better documentation, clearer workflows, and product improvements. Maintain strong communication across Product, Engineering, Sales, and Customer Success teams to ensure alignment on issues and updates. Keep internal teams informed about platform releases, feature updates, and known issues. Maintain and expand Pulsar’s knowledge base by creating and improving help articles, guides, videos, and tutorials.
Pulsar Group is an AIM-listed innovator, pioneering an audience-first approach to the marketing, communications and media industries. Our SaaS products and services help thousands of organisations—from leading consumer brands and blue-chip enterprises to marketing agencies and public sector organisations—understand their audiences and stay relevant in an increasingly noisy world.
Product Support (EMEA) employer: Isentia
Pulsar is an exceptional employer that fosters a collaborative and innovative work culture in the heart of London. As a Product Support Specialist, you will benefit from a dynamic environment that prioritises employee growth through continuous learning opportunities and cross-departmental collaboration. With a commitment to client satisfaction and product excellence, Pulsar empowers its team members to make a meaningful impact while enjoying a supportive atmosphere that values every contribution.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support (EMEA)
✨Tip Number 1
Network like a pro! Reach out to current employees at Pulsar on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Product Support role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by understanding Pulsar's products inside and out. Familiarise yourself with common user issues and think about how you would resolve them. Showing that you’re proactive and knowledgeable will impress the hiring team!
✨Tip Number 3
Practice your communication skills! Since this role involves engaging with various teams, being able to articulate your thoughts clearly is key. Try mock interviews with friends or use online resources to refine your pitch.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Pulsar team!
We think you need these skills to ace Product Support (EMEA)
Some tips for your application 🫡
Show Your Passion for Product Support:When writing your application, let us see your enthusiasm for helping people! Share examples of how you've resolved user queries in the past and why you love being a trusted advisor. This role is all about client support, so make sure your passion shines through!
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to highlight your relevant experience and skills that match the job description. We want to see how you can contribute to our team and improve client experiences.
Highlight Your Communication Skills:Since this role involves engaging with various teams, it’s crucial to showcase your communication skills. Use your application to demonstrate how you've effectively collaborated with others in the past, whether it's resolving issues or sharing insights.
Apply Through Our Website:We encourage you to apply directly through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our fantastic team!
How to prepare for a job interview at Isentia
✨Know the Product Inside Out
Before your interview, make sure you thoroughly understand Pulsar's products and services. Familiarise yourself with their features, benefits, and any recent updates. This will not only help you answer questions confidently but also demonstrate your genuine interest in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully resolved customer issues. Highlight your patience, resourcefulness, and ability to communicate clearly. This is crucial for a Product Support Specialist, so be ready to discuss how you can advocate for clients effectively.
✨Demonstrate Analytical Thinking
Since the role involves analysing user feedback and support tickets, be prepared to discuss how you approach problem-solving. Bring examples of how you've identified trends or recurring issues in previous roles and how you contributed to improving processes or product quality.
✨Engage with the Team Spirit
Pulsar values collaboration across various teams. During your interview, express your enthusiasm for working with different departments like Sales and Engineering. Share instances where you've successfully collaborated with others to achieve a common goal, showcasing your alignment and communication skills.
