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Customer Support & Product Specialist
Full-time
BoundaryLogic is looking for a Customer Support & Product Specialist who wants to own the customer experience for a fast-growing AI product. You'll be the first person our customers talk to and the expert they rely on, and you'll help shape the product with what you hear from them.
About BoundaryLogic Trace
BoundaryLogic Trace uses AI to read deeds, easements and legal descriptions and turn them into map-ready boundary plots. Users upload a document, review the plot Trace draws, place it on the map and export it for CAD, GIS or a report.
Thousands of professionals use Trace, from solo surveyors to title insurers, law firms, utilities and county governments. We're a small, fast-moving team based in Cleveland, and we're growing quickly.
Why this role matters
This is our first dedicated customer role, so you'll have a real hand in shaping it: how we support customers, how we welcome them on board and how their feedback shapes the product. As the team grows, you'll grow with it.
What you'll do
Be the go-to resource for the title, legal, surveying and GIS professionals who use our platform
Solve customer issues and partner with engineering to resolve bugs
Manage customer accounts, users and billing
Onboard and train new customers, from individual users to enterprise and government teams
Build and maintain help content and training materials
Share customer feedback and industry insight with the product team
Support key accounts and new partnerships
What you bring
2+ years in customer support, customer success or account management, ideally at a SaaS company
Clear, warm and precise writing.
Confidence on live calls, demos and screen shares
You learn technical software quickly and test an answer before you send it
Organized follow-through across many conversations at once
Experience with Dynamics CRM
Bonus points
Experience in title, abstracting, land surveying, right-of-way, GIS or real estate law
You can read a metes-and-bounds legal description
Familiarity with AutoCAD, ArcGIS, QGIS or Google Earth
Experience writing documentation or recording training videos
You use AI tools like Claude or ChatGPT in your daily work
What you get
Paid time off, fully remote
A clear path into customer success leadership, account management, sales or product management
If you love solving problems for people, learn fast and want to build something from the ground up,
apply
with your resume and a short note about a time you turned a frustrated customer into a happy one.
