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Product Customer Support & Social Media Specialist IBACOS, Inc Pittsburgh, PA Job Details Full-time 9 hours ago Benefits Health insurance Dental insurance Paid time off Vision insurance Flexible schedule Qualifications Jira Customer communication Software troubleshooting Customer service Content writing Social media content Managing clients in a customer support role Problem-solving Customer support SaaS Technical Proficiency Full Job Description About the Role We're hiring a person to be the voice of our product and help our customers get the most value from our software. We're looking for an effective communicator who can both solve technical customer issues for our software and represent the brand on social media. We value proactive individuals who thrive on building relationships and solving problems creatively. You'll split your time between helping users solve real issues and creating posts that engage and grow our community. Our customers are our focus, and your role is critical in maintaining and strengthening those relationships. Our headquarters are in Pittsburgh, PA, and this role is in office with flexibility along with some after normal work hours as needed to support our clients. If you're tech-curious, empathetic, and enjoy turning customer feedback into better products and content, we'd love to meet you. What You'll Do Handle customer inquiries across various channels (email, live chat, help desk, social DMs), troubleshoot software issues, and resolve or escalate as needed. Conduct live video demonstrations / tutorials for business development. Onboard new users and create video content on new updates. Maintain a high standard of empathetic, clear, and timely customer communication. Create, publish, and schedule social media posts (Twitter/X, LinkedIn, Facebook, Instagram, TikTok, etc.) aligned with the content calendar and brand voice. Monitor social channels for mentions, questions, and product feedback; respond and route issues when appropriate. Maintain and expand the knowledge base/FAQ with clear how-tos, release notes, and troubleshooting guides. Track and report success for both support (response time, resolution time, CSAT/NPS) and social media (engagement, reach, follower growth, sentiment). Run social listening, moderate community conversations, and surface customer insights to product and marketing teams. Create content (short copy, images, short-form video) and coordinate with marketing for campaigns. Participate in product releases and change communications; draft customer-facing release notes and announcements. Contribute to process improvements and automation to increase efficiency. What You'll Bring Minimum of 2 years of experience working in customer support (ideally SaaS / software product) and managing social media for a brand Demonstrated ability to effectively speak in front of large (up to 30 people) groups and the ability to explain technical concepts simply Excellent written, presentation, and verbal communication skills. Specifically leading with an empathic and problem-solving approach Strong written and verbal communication skills; excellent customer empathy and problem-solving. Comfortable with technical troubleshooting and learning new software

• Familiarity with social management tools (Hootsuite, Buffer, Sprout Social, Later) and basic analytics Knowledge and experience creating short-form writing / visual content Ability to multi-task, prioritize, and handle multiple channels and time-sensitive issues. Mission driven. You are here for a purpose and not just a paycheck. Confidence and discipline to work independently, coupled with a desire to work as part of a team. Accountability to yourself, your peers, and our clients. We do not micromanage; instead, we rely on individuals to use good judgment, constant communication and follow through on commitments. Proficiency with Microsoft 365/Office Suite (SharePoint, Outlook, Teams, PowerPoint & Word). Additional 'Positives' (but not requirements): Bachelor's degree or equivalent experience preferred but not required Experience with community platforms (LinkedIn, Discourse, Slack, Reddit) Basic SEO knowledge Familiarity with product analytics Experience working with software / product development teams (Jira, Trello) Who We Are IBACOS is a small business with a big impact. In pursuit of the better home, we create new products and technologies for the homes of today and tomorrow. To make the biggest impact, we join forces with many of the industry's most influential players - production homebuilders, global building products manufacturers, and leading government agencies. We help both national and large regional homebuilders deliver quality construction through consulting services, training, and quality assurance software. We help the industry deliver quality construction through new product development ideation & development, consulting services, building science training, and quality assurance software. We are proud of our 30+ year history, improving hundreds of thousands of homes and the lives of the people who live in them.

Benefits:

Dental insurance Flexible schedule Health insurance Paid time off Vision insurance

Work Location:

In person