Product Support Specialist

Our mission is to empower independent supply stores with best-in-class technology. Think of your local hardware store or mom-and-pop nursery—these are our clients. From paint to lumber to flooring, over 200,000 such stores across the country sell over $1T of building materials annually using outdated, on-premises systems. We’re aiming to help them modernize so that they can continue to thrive.

Backed by leading investors including Bessemer and CRV, we've raised $18M across three rounds and are growing quickly. Our team is made up of builders, sellers, and industry veterans with a shared goal: to bring modern technology to an overlooked industry.

Coverage window: Our support line runs 5:00am CT – 8:00pm CT (a 15-hour, coast-to-coast window), Monday–Friday, with 8am - 6pm CT coverage on weekends.

Your shift: You'll be based in Central time and work five 10-hour days — roughly a 50-hour week. This is a salaried, full-time role. Your shift is typically the morning open (5:00am–3:00pm CT) or a mid shift (8:00am–6:00pm CT); comfort with an early start is required.

We are hiring for 2 shifts:

Opening Shift — Monday–Friday, 5:00am–3:00pm CT

Mid Shift + Weekends — Monday–Wednesday, Saturday & Sunday, 8:00am–6:00pm CT (Thursday & Friday off)

Cross-training: Everyone on the team is cross-trained across shifts and rotates fairly — no one is permanently assigned to weekends.

As a Product Support Specialist at Rundoo, you will be the primary point of contact for clients in their time of need. You'll help independent hardware and paint store owners solve problems across our full ERP platform—from POS transaction issues to inventory sync problems, accounting reconciliation, and user training questions.

You'll work alongside Robbie and Tim to provide coast-to-coast coverage for our growing client base. This role is ideal for someone who thrives on problem-solving, enjoys helping small business owners succeed, and wants to grow with a fast-paced startup.

You'll report to Claire, Manager, Client Success, and collaborate closely with our Client Success and Engineering teams to ensure client needs are met and product improvements are identified.

Provide exceptional support via Intercom chat, email, and phone to hardware and paint store owners and their staff

Resolve diverse technical issues including POS troubleshooting, inventory sync problems, accounting reconciliation, report generation, and user training questions

Perform data analysis and reconciliation work using spreadsheets to investigate balance discrepancies and help clients understand their numbers

Collaborate with Engineering to communicate customer issues, submit detailed bug reports with reproduction steps, and help troubleshoot technical problems

Leverage AI-assisted tools (Intercom AI, ChatGPT, Claude) to improve response quality, efficiency, and documentation

Partner with Client Success team by escalating at-risk accounts, identifying training needs, and flagging patterns that indicate broader issues

Contribute to knowledge base by documenting solutions, creating help articles in Notion, and improving self-service resources

Maintain metrics including