Job Description

:

Provide frontline product support for HomeLane's flagship design platform,

Spacecraft

, resolving user queries and ensuring a seamless experience for our internal and external stakeholders. Collaborate closely with product, design, and technology teams to drive improvements, capture feedback, and advocate for user needs.

Key Roles & Responsibilities:

Act as the first line of support for Spacecraft users, addressing their issues in a timely and professional manner. Troubleshoot user queries related to design workflows, tool functionalities, and integrations. Liaise with product and engineering teams to escalate and track bugs or feature requests. Develop and maintain documentation, FAQs, and knowledge base articles to help drive self-service adoption. Train and onboard new users on Spacecraft features, processes, and best practices. Gather user feedback proactively and share actionable insights with the product team to improve user experience. Maintain high standards of responsiveness and problem resolution, ensuring SLAs are met. Monitor key support metrics and work towards continuously improving them. Contribute to initiatives that enhance the adoption and performance of Spacecraft across the organization. Participate in periodic reviews and improvement projects to optimize the support process.
Job Requirement

Eligibility:

Internal employees currently designated as

Design Associate (DA)

or

Junior Design Consultant.

Good communication and problem-solving skills * Familiarity with Spacecraft (Must have)