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AI Summary
Serve as the primary point of contact for customers to resolve technical issues and provide product guidance via email. Coordinate operational tasks, track inquiries, and contribute to internal documentation and FAQs.
Macabacus is the leading productivity and brand compliance solution for finance, banking, and consulting teams. Trusted by the world’s top firms, Macabacus accelerates financial modeling, enforces brand consistency, and eliminates costly errors—powering the daily workflows of the most demanding professionals.
About the Role
The Product Specialist is the first point of contact for our customers, ensuring they receive timely, thoughtful, and effective support. This role is critical in helping users resolve issues, answer questions, and get the most out of our products—often under high-pressure, time-sensitive conditions.
This is a dynamic position that blends customer support, technical troubleshooting, and operational coordination. Success in this role means not just solving problems, but doing so with empathy, clarity, and confidence.
About the Role
The Product Specialist is the first point of contact for our customers, ensuring they receive timely, thoughtful, and effective support. This role is critical in helping users resolve issues, answer questions, and get the most out of our products—often under high-pressure, time-sensitive conditions.
This is a dynamic position that blends customer support, technical troubleshooting, and operational coordination. Success in this role means not just solving problems, but doing so with empathy, clarity, and confidence.
- Serve as the primary support contact for Macabacus customers via email
- Leverage deep knowledge of M365 and Macabacus to respond accurately and efficiently to inquiries
- Assist with product navigation, usage guidance, and technical troubleshooting
- Resolve issues related to software access, licensing, billing, feature configuration, and account settings
- Track all inquiries through resolution, escalating technical or high-priority issues as needed
- Identify opportunities to improve the customer experience and proactively share suggestions
- Capture and share customer insights and feedback with the broader team
- Contribute to internal documentation, including FAQs and Help Center articles
- Run remote training sessions on an as-needed basis
- Support general administrative tasks and special projects as needed
- Strong written communication skills and attention to detail
- Technical curiosity and comfort learning complex tools
- Customer-centric mindset with a calm, professional approach under pressure
- Interest in finance, consulting, or technology environments (experience is a plus, not required)
- Comfort working in a lean, fast-moving startup environment
- Strong product-market fit: Trusted daily by finance and advisory teams
- Smart team: Work alongside people who understand both finance and technology
- Proven solution: We’re scaling something that works
- Big opportunity: Every finance organization can benefit from what we’ve built
- Meaningful work: Help professionals focus on strategic thinking instead of tedious tasks
- Flexibility: Remote-first culture
- Wellness: Comprehensive health coverage, mental health support, and family benefits
- Security: 401(k) with company match, life & disability insurance
- Balance: Generous time off, paid holidays, and parental leave
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