Product Support Specialist

About Rundoo

Rundoo's mission is to build cutting-edge software that helps building materials suppliers enhance their businesses. Think of your local hardware store or mom and pop shop-these are our clients who we partner with across the country. From paint to hardware to flooring, stores across these industries sell over $1T of building materials annually using outdated, on-premises systems. We're aiming to change by being the first in the industry to empower independent supply stores with best-in-class technology.

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 : Chicago Office (Hybrid, WFH on Thursdays)

Working Hours : 8am - 5pm Eastern Time (7am - 4pm Chicago local 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

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 :

Valuable Experience (But Not Required)

Any of the following backgrounds could set you up for success :

Technical Requirements

Bonus Points

Compensation

About the team

Here is the current makeup of the teams you'll be working most closely with :

Interview Process

An informal conversation with our Recruiting Team to get to know one another.

A fast-paced learning session with Vidhan, our Head of Product :

Experience & Resume Review : Diving into your background and discussing the skills and qualities that will help you succeed in this role.

Conversation with Claire : 30-minute escalation role play and communication skills session.

A quick call with our CEO, Nick.

About our founders

How we've fundraised

We've raised $18m across three rounds :

Benefits