Customer Support Associate Operations

Who you are

• Strong multitasker who can manage multiple customer conversations and competing priorities in parallel
• Calm, patient, and empathetic, able to de-escalate tense situations and hold a steady tone under pressure
• Clear, confident communicator with strong verbal and written skills
• Sharp prioritization and judgment, knowing what is urgent versus what can wait, and escalating appropriately
• AI-fluent and tool-savvy, comfortable using AI support tools to troubleshoot, draft responses, and improve workflows
• Comfortable with weekend monitoring and coverage, responding quickly when issues come up
• 2+ years of experience working directly with customers

• Own and manage our Intercom support system, including inbox configuration, macros, tags, and routing
• Triage and resolve incoming tickets with timely follow-up and clean documentation
• Maintain visibility into outstanding tickets and proactively drive them to resolution, including follow-ups
• Surface themes, bugs, and recurring issues to Engineering with clear context and examples
• Support mid-tier client requests, including troubleshooting, guidance, and cross-team coordination
• Support live webinars by monitoring and answering Q&A in real time, escalating technical and product questions as needed and capturing follow-ups for the team
• Troubleshoot issues end-to-end before escalating to Engineering, gathering clear repro steps, logs and screenshots, and customer context so escalations are actionable and fast
• Escalate high-impact issues such as outages, payment and access problems, and data or privacy concerns, and track them through closure

• Unlimited Learning Stipend:
  Whether it’s books, courses, or conferences, we want to support your growth and development. The more you learn and improve your craft the more effective we will be together.
• Health, Dental, Vision:
  Comprehensive coverage to keep to take care of your health.
• 401k covered by Human Interest.
• Relocation support to SF (as needed)