Customer Support Associate
Listed on 2026-06-12
-
IT/Tech
IT Support, Technical Support
We are seeking a Customer Support & Systems Operations Associate to take ownership of client-facing support, onboarding, and operational system management for our application and its integrations.
This role sits at the intersection of customer service, technical troubleshooting, and product operations
. It requires an individual who is not only responsive to client needs, but also capable of diagnosing root causes, improving workflows, and contributing to system scalability over time.
The position will initially require hands-on, intensive onboarding and knowledge transfer
, with the goal of transitioning ownership of day-to-day operations and enabling the product lead to focus on strategic development.
This is a Full-Time, salaried position with benefits. This is a hybrid role, with the candidate working from the office 2-3x/week. This position is currently slated to work from our Napa office. However, we are also open to considering candidates in either our San Francisco or New York instead.
Core Responsibilities- Serve as the primary point of contact for client support issues across platforms (Quick Books Desktop/Online and integrated systems)
- Diagnose issues, identify root causes, and resolve or escalate with clear documentation
- Reproduce bugs and communicate effectively with engineering or vendors
- Manage urgent issues, including data discrepancies and system failures
- Schedule & perform product demos for prospective clients upon request
- Manage full onboarding lifecycle: scheduling, setup, configuration, and training
- Guide clients through adoption and early-stage usage
- Create scalable onboarding processes and materials
- Monitor new accounts, subscriptions, renewals, and failed payments
- Ensure continuity of service and operational accuracy
- Identify opportunities for automation and process improvement
- Build and maintain centralized documentation:
Internal system notes - Convert tribal knowledge into structured, accessible resources
- Test new features and integrations
- Support bug tracking and release processes
- Identify workflow gaps and inefficiencies
- Provide feedback on product improvements
- Develop a working understanding of system capabilities and constraints
Experience Requirements
- 2+ years in a role combining:
- Technical support / systems operations
- Experience working with SaaS platforms or integrations strongly preferred
- Exposure to accounting software (e.g., Quick Books) highly desirable
- Highly PC-savvy:
- Comfortable managing file systems and software installations
- Able to navigate multiple platforms and environments
- Experience with:
- CRM systems
- Email marketing tools
- Familiarity with winery e-commerce systems desirable
- Ability to learn new systems quickly and independently
- Strong problem-solving mindset
- Naturally curious—seeks to understand why issues occur, not just fix them
- Able to research, test, and validate solutions methodically
- Strong ability to create and maintain structured systems
- Detail-oriented with disciplined documentation habits
- Comfortable managing multiple workflows simultaneously
- Patient, clear, and professional in client interactions
- Able to translate technical concepts into understandable guidance
- Experience supporting non-technical users
- Able to create clear written documentation
- Comfortable producing instructional videos and training materials
- Strong internal communication with technical and non-technical stakeholders
- Basic understanding of accounting principles
- Familiarity with how accountants think and operate (especially within Quick Books environments)
- Ability to contextualize issues within financial workflows
- Interest in understanding systems at a deeper level
- Ability to connect operational issues to broader product or process improvements
- Potential to…
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