Product Support Specialist  – Clockwork
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Product Support Specialist 

This is a hybrid position based in San Francisco. This is a contract-to-hire role, with a 2-month trial period.


Clockwork is revolutionizing the $800B beauty industry with robots! We started with nails, and have developed and deployed the world’s first and only AI-powered, autonomous manicure robots.

Our robots are deployed at select Target stores, and in large corporate offices as an amenity, such as at Rockefeller Center in New York. We’re slated to increase our number of locations 10x in 2023!


This role offers a rare opportunity to work with AI-powered robots that are already publicly deployed, improving everyday lives.

We are looking for a Technical Product Support Specialist to assist our in-field team and customers with technical and user error problems when using our product.

The ideal candidate quickly becomes proficient in using our robot and operating systems to help guide our in-field attendants in troubleshooting live situations with guests. This includes resolving customer queries in real time, recommending solutions and guiding attendants and users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to understand how our technology works, and how to translate those learnings to educate our customers in using our products.


  • Understand how the robot works at a practical level
  • Understand typical issues, what causes them and how to remediate
  • Respond to attendant queries in a timely and accurate way
  • Identify attendant needs and help them use specific features
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Monitor customer complaints on social media and reach out to provide assistance
  • Share feature requests and effective workarounds with attendants and customers 
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Assist in training junior Customer Support Representatives

We will provide full and cohesive training in the appropriate areas above.


  • Experience as a Product or Customer Support Specialist or similar role for a technical product
  • Experience using help desk software and remote support tools
  • Understanding of how CRM systems work
  • Multi-tasking abilities
  • Excellent communication and problem-solving skills
  • Can adjust your communication style based on the person you’re communicating with
  • Ability to problem-solve and troubleshoot on the spot 
  • Preference will be given to candidates who can work 1 weekend day. You will be given a weekday off in its place.


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