Product Expert

At Text, we build global customer service products used by thousands of companies worldwide. We move fast, but never at the expense of clarity or good judgment.

We’re now looking for a Product Expert to be the dedicated front line for our customers, most of whom are US e-commerce businesses. You’ll own the customer relationship from the first conversation through setup, activation, purchase and renewal, and you’ll still handle the support cases that arrive along the way.

This role is for someone who combines product expertise with a commercial mindset and a solid support foundation. Someone who sees a wide scope as an opportunity, not a burden, and who treats a customer’s problem as their own.

If you’re looking for a role where one person truly owns the customer outcome, and where you can show real business impact - we’d love to talk.

Your mission

Help our customers get real value from Text, fast. From the first trial chat to a paid subscription and a renewal, you’re the one consistent point of contact who makes sure it works for their business.

We care about outcomes, not noise. We value ownership, initiative, and good judgment over following a script.

What you’ll do

• Review chats, new trials, and customer health signals to spot opportunities and risks, and prioritize by customer need, commercial impact, and urgency
• Reach out proactively by chat, phone, email, LinkedIn, and outreach tools like Apollo. When an email goes unanswered, pick up the phone
• Move quickly to a live call or screen share to unblock setup and activation, and join live chats that show commercial or Enterprise potential
• Lead onboarding, setup, and AI Agent activation, and show customers how our core workflows and new features solve their business problems
• Run customer health checks and act on changes such as AI resolution drops, widget disconnections, overdue invoices, and upcoming renewals
• Own each case end-to-end, including trial-to-paid conversion, upgrades, renewals, and contract questions, with clear next steps and follow-ups, and verify the result with the customer
• Handle the support cases that still reach you, resolving them quickly or turning them into automations
• Use AI to automate recurring work, and share what works with the team
• Turn recurring customer feedback into product insights, and share a monthly summary with Product and UX with examples, business impact, and suggested improvements
• Share good practices with colleagues and help keep onboarding materials for new Product Experts up to date

You might be a great fit if

• You have near-native English. You follow different American accents with ease, feel comfortable on live calls, and can make US-style small talk before moving smoothly to business
• You have customer-facing SaaS experience with a commercial focus, for example as a Customer Success Manager, account manager, implementation or onboarding specialist, or in sales or product support
• You can show examples of proactive work that led to activation, a paid conversion, an upgrade, a renewal, or prevented churn
• You take ownership: you prioritize independently, organize your follow-ups, and take responsibility for outcomes instead of handing problems to someone else
• You show a product’s value and ROI honestly, without overpromising, and keep the relationship going even when a sale is unlikely
• You use AI in your daily work to automate repetitive tasks
• You’re comfortable with frequent changes. You work with frameworks rather than a process for everything, and ask “what would I do?” instead of waiting for instructions
• You believe in the product and want to solve customer problems with it

Nice to have

• Knowledge of US e-commerce: how these businesses work, their typical problems, and what drives their buying decisions
• Experience working with many customers at scale. If you’ve worked with a few large accounts so far, show us you can change that way of working

A purely transactional sales background that hands every issue over to support is not a good fit for this role.

Attitude and ability to learn matter as much as the checklist. We’ll consider candidates who don’t match every point above.

What success looks like

In your first 3 months, you will

• Complete product onboarding and independently lead customer setup, onboarding, and activation, including live calls with US customers
• By day 30, independently identify and prioritize at least 5 customer cases and own them through to resolution or product adoption
• By day 90, contribute to at least 5 trial-to-paid conversions and 5 AI Agent activations, and take part in renewal conversations
• Implement and test at least 2 AI automations that make you and your team more effective

Beyond the trial period, we look at how fast customers activate (target: a median of 7 days or less from trial signup), how many convert and renew, and what customers say about working with you.

Why join us?

• Real impact on a global SaaS company, working directly with customers in the US market
• One role covering onboarding, sales, renewals, and support, so you see the full customer journey and the results of your work
• High autonomy and trust, with clear goals
• Close collaboration with Product and UX, and real influence on what we build
• A culture focused on effectiveness, clarity, and professional respect

How we work

This role is focused on the US market, so you need to be available for scheduled shifts aligned with US time zones. Business days only: 3 days on US hours and 2 days on EU hours, with US afternoon coverage as a priority. The exact schedule is confirmed at the offer stage.

The role starts with a 3-month trial period, with clear goals and a review at the end.

We’re a hybrid team - remote when it makes sense, onsite when it matters most.

Once per quarter, your whole team spends 5 working days together at our Wrocław office - a time for focused execution, unblocking work, and driving key outcomes.

Our office is open year-round - drop by anytime.

Contract: B2B (self-employed). You’ll need a registered business in Poland - either already set up or possible to register. Please apply only if this works for you.