Engage directly with customers to understand their pain points and ensure that the root causes of their issues get addressed in a timely and efficient manner.
Collaborate closely with Product, Engineering, Marketing, Analytics, and Data Operations.
Report to the Senior Manager of Customer Support.
Respond to and troubleshoot customer support issues and tickets across platforms (web, iOS, Android).
Work with a close-knit team to identify trends, bugs, and escalate priority issues that need immediate attention.
Serve as the voice of our community and champion feature requests to the Product team.
Assist the Product team with QA testing.

Requirements

2-4 years of work experience in a customer support role in software
The desire to go above and beyond to help customers achieve the best experience
Experience collaborating with Product, Engineering, and Marketing stakeholders to communicate issues
Excellent written and verbal skills; ability to explain complex, technical concepts in a simple manner
A natural, deep curiosity that drives you to learn, investigate, constantly ask why
Humility, empathy and open-mindedness - no egos
AI Native: You naturally incorporate AI tools to enhance your work. You’re comfortable writing prompts, evaluating AI outputs, and enjoy experimenting with new ways to boost creativity, productivity, and decision-making

Benefits

Competitive and equitable compensation, including ownership through equity and performance-based bonuses.
Comprehensive health, dental, and vision coverage to support your physical and mental well-being.
Unlimited PTO and flexible parental leave policies that prioritize your life outside of work.
Remote work stipend to help you design a comfortable and productive home office.
Annual continuing education budget to invest in your long-term professional growth and skills.
Exclusive discounts on our subscriptions and merchandise for you and your friends & family.
An authentic investment in you as a human being and a professional—we value your identity as much as your output.
Trail Days: One dedicated day per month to get outside, use our services, and provide feedback to help us build a better product together

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

customer supportQA testingtroubleshootingissue escalationdata analysis

communicationempathycuriositycollaborationproblem-solving