We're building our support function and need someone who can manage the full customer lifecycle—from technical troubleshooting to account optimization. You'll be the first line of defense for inbound inquiries, handling everything from editing quality questions to feature requests and account setup. Beyond responding to tickets, you'll develop judgment about what's truly a product bug versus a training gap, identify early churn signals, and flag genuine upsell moments. Your analytical eye will help us distinguish between one-off edge cases and systemic issues that need engineering or product attention.
You'll own response velocity and resolution quality equally. This means being methodical enough to catch details that matter, while maintaining the responsiveness our users expect. Over time, you'll help us build smarter support systems—documenting solutions, creating self-service content, and identifying where automation can reduce friction. You'll work comfortably within our ticketing system, Slack, and internal tools, often juggling multiple channels simultaneously.
What we're looking for: Someone intellectually honest who can admit when they don't know something and resourceful enough to figure it out. You should be genuinely energized by customer interaction, stay composed during high-pressure moments, and naturally think about systems and scalability. Strong written communication is essential—you'll represent the company's voice daily. You possess sound judgment about problem-solving: knowing what you can resolve independently, when to escalate, and how to leave every customer feeling valued. Prior support, operations, or customer-facing experience is ideal but not required; we care more about your mindset than your background.