Product Support Specialist

# Product Support Specialist
* Client Success
* Lehi, UT
· Hybrid
* Part-time

Leader

Factor is a leadership-development company. We don’t sell one-off workshops or a content library. We build an integrated system that produces measurable behavior change: proprietary frameworks, validated assessments, application tools, and a platform that reinforces what leaders learn long after the training event. We’re a small, high-trust team based in Lehi, Utah, working with enterprise organizations worldwide.
** Part-time, 10–15 hours/week. Remote-flexible** (in-person Fridays preferred). Built for students: this role is designed around a Wasatch Front student schedule, with consistent weekday coverage windows that flex around your classes.##

The Role You’ll own product support for a platform used by enterprise clients around the world.

When a customer hits a snag, you’re the one who gets them unstuck. You’ll run our AI-augmented support queue, troubleshoot and replicate reported bugs, keep the knowledge base current as the product evolves, and handle billing and collections. You will report to the CCO and coordinate weekly with the Client Success team.

This is a behind-the-scenes role, not a customer-facing one. You won’t run client meetings or own account relationships. Your work reaches customers in writing, through the support queue and the knowledge base.

The scope is tight on purpose: 10–15 hours a week of real ownership over a defined domain. You’ll be the reason our support is fast, our documentation is current, and our Client Success team can stay pointed at clients.## How We Work We run support AI-first.

Most inbound tickets arrive with a drafted reply already waiting. You apply the judgment: review, refine, send, and catch the ones the automation gets wrong. The mechanical work is automated so your hours go to judgment calls, escalations, and turning recurring questions into better documentation.

You’ll ramp the same way. LF Brain, our internal knowledge system, holds the product documentation and playbooks you’ll use to learn the application. We expect you to teach yourself with it, and we’ve built it so you can.## What You’ll Do### Product Support
* Troubleshoot customer reported issues end to end: replicate the bug, submit a clear report to the product team, and communicate the fix back to the customer once it ships.
* Run the AI-augmented support queue: review, refine, and send drafted replies daily, and resolve the escalations the automation can’t.
* Create usage reports in Metabase, both for general feature adoption and as requested by the team.### Knowledge Base
* Maintain the entire knowledge base and ensure it reflects the current state of the app. When the product team ships, the documentation follows within days.
* Work in Git Hub: the knowledge base lives in a repository, so updates ship the way code does — you’ll make changes, open pull requests, and get them reviewed.
* Propose and write new articles based on what the queue surfaces. Recurring questions tell you what to document next.### Billing & Collections
* Own the collections inbox: invoicing, payment follow-ups, and receipt requests within established systems.
* Escalate anything involving a disputed amount, contract terms, or a frustrated customer. You triage these; you don’t negotiate them.### Weekly Reporting
* Report on support KPIs weekly: ticket volume, average time to close, recurring topics, and proposed knowledge base updates.
* What you see in the queue shapes what the team trains, documents, and builds. You’re the early-warning system.## What We’re Looking For In priority order:### 1. Self-Directed and Accountable You’re comfortable learning a new platform on your own. We’ve built the resources to ramp you — LF Brain,…