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 prioritization 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.