About the Role
We’re looking for a Customer Support Specialist (Tech Focus) to build and lead the customer support function at our startup. This is a hybrid role that blends hands-on support with operational leadership. You’ll not only be the first point of contact for customers but also the person who sets up the tools, systems, and processes that will scale our support team. As the team grows, you will manage and mentor new support agents.
This role is ideal for someone who thrives in fast-paced environments, is tech-savvy, and wants to build a department from the ground up.
Key Responsibilities
- Serve as the first point of contact for customer inquiries via email, chat, and phone.
- Evaluate, select, and implement customer support software (help desk, chat, ticketing, knowledge base, etc.).
- Set up and maintain workflows, automations, and integrations between support tools.
- Create documentation, FAQs, and internal knowledge bases for both customers and agents.
- Develop and refine support processes to improve speed, quality, and customer satisfaction.
- Recruit, train, and manage a team of customer support agents as the company scales.
- Act as the liaison between customers and internal teams, sharing insights to improve product and service.
- Monitor key performance indicators and drive continuous improvement.
Qualifications
- Proven experience in customer support or customer success, ideally in a startup or tech environment.
- Strong technical aptitude — comfortable evaluating, implementing, and configuring customer support platforms (Zendesk, Intercom, Freshdesk, etc.).
- Experience setting up ticketing systems, chatbots, or integrations is a big plus.
- Excellent communication and problem-solving skills with a customer-first mindset.
- Ability to work independently, make decisions, and build processes from scratch.
Nice-to-Have
- Leadership skills with experience mentoring or managing a small team.
- Previous experience leading a support team in a startup.
- Familiarity with CRMs, reporting tools, and automation platforms.
Job Type: Full-time
Pay: $50,000.00-$75,000.00 per year
Benefits:
- Commuter benefits
- Paid time off
Work Location: In person
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