The Opportunity:
We are seeking a Product Support Specialist to act as the bridge between Dwell subscribers and our engineering team. In this role, you will report to the director of revenue products. In this hybrid role, you will spend part of your time leading high-touch customer support and relationship management, and the other part translating those frontline insights into the product roadmap. You understand user pain points firsthand because you talk to customers every day, and you have the technical and strategic skills to build permanent solutions into our software or service offerings.
Key Responsibilities:
Customer Service & Advocacy
- Customer Support Response Management: Handle approximately 200 customer support tickets per week for Dwell brand subscribers, including email tickets and phone support for customer voicemails
- Payment and Account Administration: Utilize Stripe platform to resolve customer access issues, update user email addresses and payment methods, and address general customer concerns
- Issue Analysis and Reporting: Create reports documenting common customer support issues in Google Docs/Sheets format to enable product teams to prioritize system improvements and enhance customer experience
- Third-Party Coordination: Collaborate with Dwell Magazine's fulfillment partner, CDS Global, to resolve complex customer issues that cannot be addressed through Stripe's platform capabilities
- Client Enablement: Create and update customer-facing knowledge bases, release notes, training materials, and troubleshooting guides.
- Relationship Management: Build trust-based relationships with subscribers, gathering qualitative feedback on product experience.
Product Management
- Feedback Synthesis: Analyze support ticket trends, churn reasons, and customer feature requests to identify systemic product gaps.
- Roadmap Prioritization: Own and prioritize the product backlog, balancing urgent customer fixes with long-term strategic product goals.
- Requirements Definition: Write Product Requirements Documents and user stories for the engineering and design teams.
- Cross-Functional Execution: Collaborate with engineering, QA, and marketing to guide features from concept through launch, ensuring the support team is fully trained before release.
- Track key performance indicators (KPIs) including Customer Satisfaction, Net Promoter Score (NPS), Customer Retention/Churn, and Feature Adoption Rates.
- Report monthly insights to executive leadership regarding how product updates impact customer happiness and business revenue.
Job Qualifications:
- Experience: 3+ years of combined experience in customer service management, customer success, or technical support, alongside 2+ years in an associate product manager or product-adjacent role.
- Education: Bachelor’s degree in Business, Computer Science, Communications, or a related field (or equivalent practical experience).
- Customer Empathy: Exceptional listening, patience, and written/verbal communication skills with a proven track record of de-escalating frustrated clients.
- Product Sense: Ability to look at a repetitive customer complaint and conceptualize a scalable, software-driven solution.
- Experience using modern helpdesk software (e.g., Zendesk, Intercom, Salesforce Service Cloud) and product management tools (e.g., Jira, Productboard, Linear, Asana).
- Preferred: basic technical literacy (familiarity with API logs, SQL, or web technologies) to effectively communicate tradeoffs with engineering teams.
About Dwell
For over two decades, Dwell has been the definitive voice of modern architecture and design, exploring how smart, intentional design makes everyday life better across print, Dwell.com, and social channels.
About Ziff Davis
Ziff Davis (NASDAQ: ZD) is a vertically focused digital media and internet company whose portfolio includes leading brands in technology, shopping, gaming and entertainment, connectivity, health, cybersecurity, and martech. Today, Ziff Davis is focused on seven key verticals – Technology, Connectivity, Shopping, Entertainment, Health & Wellness, Cybersecurity and Marketing Technology. Its brands include IGN, Mashable, RetailMeNot, PCMag, Humble Bundle, Spiceworks, Ookla (Speedtest), RootMetrics, Everyday Health, BabyCenter, Moz, iContact and Vipre Security.
Our Benefits
Lifestyle offers competitive salaries in addition to robust, health and wellness-focused benefits. We are committed to a work-life balance with paid time off when you need it.
At Ziff Davis, we remain dedicated to creating an environment where everyone feels valued, respected, and empowered to succeed. We offer Employee Resource Groups, company-sponsored events, and regular opportunities for professional growth through educational support, mentorship programs, and career development resources. Our employees are recognized and celebrated through employee engagement programs and recognition awards.
If you're seeking a dynamic and collaborative work environment where you can see the direct impact of your performance and thrive both personally and professionally, then Lifestyle is the place for you.
Ziff Davis is an Equal Opportunity Employer. At Ziff Davis, Diversity, Equity, and Inclusion (DEI) has always been about fairness, equal opportunity, and belonging. DEI enables us to attract and retain the best talent, regardless of background or circumstances, while enabling our thousands of employees worldwide to thrive. If you have a disability or learning difficulty that requires accommodation, please let us know by sending an email to [email protected].
