About Rundoo ℹ️

Our mission is to empower independent supply stores with best-in-class technology. Think of your local hardware store or mom-and-pop nursery—these are our clients. From paint to lumber to flooring, over 200,000 such stores across the country sell over $1T of building materials annually using outdated, on-premises systems. We’re aiming to help them modernize so that they can continue to thrive.

Backed by leading investors including Battery, Bessemer and CRV, we've raised $48M across four rounds and are growing quickly: We're live in over 500 stores across the USA, Canada, and the Caribbean, and integrated with over 20 industry partners. 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 💼

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 and Tim 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 Claire, Manager, Client Success, 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 as a Product Support Specialist at Rundoo 🗒️

• Provide exceptional support via Intercom chat, email, and phone to hardware and paint store owners and their staff

• Diagnose issues through structured discovery (e.g. is it a product bug, a training gap, or a workflow mismatch?), before proposing a fix

• 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