Product Support Specialist
$65k - $80k USD
About Rundoo ℹ️
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to lumber to flooring, over 200,000 such stores across the country sell over $1T of building materials annually using outdated, on-premises systems.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.
About the Role 💼
Location: Remote, Redwood City, or Chicago
Working Hours: 8am - 5pm Pacific Time
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 (our West Coast support specialist) 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 Vidhan, Rundoo's Head of Product and Client Experience, and collaborate closely with our Client Success and Engineering teams to ensure client needs are met and product improvements are identified.
What You'll Do 🗒️
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 <24hr resolution time for 90%+ of tickets, <5min average first response time, and >80% customer satisfaction
What We're Looking For ☑️
Essential Qualities
We care more about aptitude and drive than checking boxes on years of experience. The ideal candidate is smart, hungry to learn, and thrives on solving problems independently.
Core Competencies:
Exceptional attention to detail - You catch discrepancies others miss, especially when working with numbers and data
Strong independent problem-solver - You can troubleshoot ambiguous issues without constant hand-holding
Excellent written and verbal communication - You can explain complex concepts clearly to non-technical small business owners
Organizational excellence - You can manage multiple priorities, juggle competing tickets, and maintain composure during high-volume periods
Customer-centric mindset - You genuinely enjoy helping people and build positive relationships even when customers are frustrated
Comfort with ambiguity - You can navigate situations without clear answers and figure out solutions through research and creative thinking
Valuable Experience (But Not Required)
Any of the following backgrounds could set you up for success:
Prior customer support or technical support experience in any industry
Experience with SaaS products or technology companies
Accounting, bookkeeping, or financial reconciliation background
Retail, POS, or small business operations experience
Technical troubleshooting ability with software applications
Technical Requirements
Comfortable learning and becoming expert in complex software (our full ERP platform)
Proficient with spreadsheets (Google Sheets/Excel) for data analysis
Strong analytical skills for investigating balance discrepancies and data issues
Able to work during required hours.
Bonus Points 🌟
Direct familiarity with or experience in paint and hardware, building materials, construction supply, or related industries
Comfortable adapting to a dynamic startup environment where priorities shift and new challenges arise regularly
Proven experience helping customers adopt new workflows or systems (change management)
Experience with Intercom, Zendesk, or similar support platforms
Compensation 💵
Base Salary: $65,000 - $80,000 (based on experience)
Equity: Competitive equity package in a fast-growing startup
Benefits: See below
About the team 👥
Here is the current makeup of the teams you’ll be working most closely with:
Vidhan (Head of Product)
Robbie (Client Support)
Claire (Client Success Manager)
Leigh (Head of Implementation)
Jason (Implementation Manager)
Lej (Implementation Manager)
Interview Process 🎤
Recruiter Screen (20 minutes): Introductory conversation with Amanda to get to know each other.
First Round with Vidhan (30 minutes): Experience and resume review.
Second Round with Claire (30 minutes): Escalation management, communication skills, and emotional intelligence.
Onsite Interview – Redwood City:
Conversation with Vidhan (30 minutes): Detailed Q&A
Conversation with Robbie (30 minutes): Rundoo Culture
Conversation with Claire (30 minutes): Escalation role-play and communication skills assessment.
Conversation with Leigh (30 minutes): Troubleshooting discussion.
Quick call with Nick (15 minutes).
Reference Check.
About our founders 🌲
Andrew (CTO): studied computer science & humanities at Stanford; worked as a software engineer and head of engineering at Apple & Anova; danced with the SF ballet (where he met his wife)! 🩰
Nick (CEO): studied math & computer science at Stanford; worked as a trader at Bridgewater & Citadel and as a PM at Google & Enigma; distantly related to the founder of the Hershey company 🍫
How we've fundraised 💰
We've raised $18m across three rounds:
A $2m pre-seed led by Kent Bennett at Bessemer with participation from Plug & Play, Quiet Capital, and Sequoia.
A $5m seed led by Caitlin Bolnick Rellas at CRV.
An $11m series A led again by Bessemer and CRV.
Benefits 🏋️
Full medical, dental, and vision coverage (100% of premiums for you, 50% for dependents)
401k with Betterment
Unlimited PTO with 10 company paid holidays
Daily team lunches for those in office
Learning materials and audiobook subscriptions
Dog-friendly office