Akia · 6 hours ago
Product Support Specialist
San Francisco, CA
Full-time
Onsite
New Grad, Entry Level
0+ years expAkia is a venture-backed company that provides a guest engagement platform for hospitality operators. As a Product Support Specialist, you will be the primary point of contact for customer support issues, utilizing your technical expertise to resolve challenges and enhance the customer experience.
Artificial Intelligence (AI)CRMCustomer ServiceHospitalityHotelInformation TechnologyMessagingTravel
Hiring Manager
Emily Forkas, MS
Responsibilities
End-to-end ownership of customer issues – including troubleshooting, triaging, identification of root causes, and issue resolution
Meet and exceed customer expectations on response quality, timeliness, and customer experience
Analyze customer feedback and bug-related trends; separate customer confusion from bugs
Provide astute and well-thought-out guidance for our customers on both technical and non-technical matters
Serve as Akia’s subject matter expert, and help our customers implement and understand Akia’s complex feature sets
Think creatively on how to best address problems with no immediate or clear solutions
Build and manage repository of knowledge articles and foster a culture of knowledge sharing
Qualification
Required
BA/BS degree or relevant work experience
0-2+ years of relevant experience
Experience managing customers via email, chat, and phone calls
Technical expertise and ability to leverage SQL or server logs to investigate issues
Analytical and problem solving skills to understand complex problems and issues no matter how large or small
Excellent interpersonal and communication skills with an ability to build strong internal and external relationships
Ability to prioritize, manage, and multi-task
Bachelor's Degree
Commute to this job's location
Working in an onsite setting
Benefits
Paid Time Off
Health, Dental, Vision, Life benefits
401k Matching
Commuter benefits
Company
Akia
Akia develops an AI-powered messaging & marketing platform for hotels and vacation rentals to engage with their guests.
11-50 employees
H1B Sponsorship
Akia has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (3)
2022 (2)
2020 (1)
Funding
Current Stage
Early StageTotal Funding
$12.4MKey Investors
Altos VenturesGSR Ventures
2024-09-19Series Unknown· $5M
2023-01-19Series A· $6M
2020-06-16Seed· $1M
Leadership Team
Evan Chen
CEO
Yinshi Zhang
Chief Technology Officer
Recent News
Right Side Capital Management
2025-11-11
San Francisco Chronicle
2025-05-28
Company data provided by crunchbase