Customer Success Specialist

Customer Success Specialist

Location:

On Site

Full-time: $55,000 - $60,000 (Annual Salary)

Customer Support Specialist Stax.ai
· Scottsdale, Arizona
· On-site, transitioning to hybrid
· Full-time
· Entry level

About Stax.ai Stax.ai builds AI-powered software for third-party administrators and retirement plan professionals. Our two products — Client Experience (CX) and Trust Accounting (TA) — automate the document processing, statement reconciliation, and plan data work that TPAs have historically done by hand.

We're a venture-backed startup based in Scottsdale, backed by AZ-VC and Neotribe, with over 70 TPAs on the platform covering more than 120,000 plan sponsors. Small team, real customers, and a lot still being built. What you do here is visible.

Our customers are plan administrators, consultants, and operations teams at retirement firms across the country. When they contact support, they're usually mid-task on something that has a deadline attached. Getting them a real answer quickly matters.

Support is where most of our customers actually experience Stax.ai , and this role owns it.

You'll work on our client success team, supporting our industry leading CX Product. Not triage it, not route it — own it. That means reading the question, understanding what's actually happening in the product, investigating it yourself, and resolving it directly with the customer. You'll work alongside our Trust Accounting specialist, who owns the TA side, and elevate to engineering only when something genuinely requires code.

This is an entry-level role, and we mean that. We're not expecting you to walk in knowing retirement plan administration or our product — we'll teach you both. What we can't teach is the instinct to dig into a hard problem instead of passing it along. If that's how you're wired, the rest is learnable. You'll also own our Help Center.

Our documentation needs real attention, and the person answering the questions is the right person to write the answers.

• Own and resolve inbound customer support conversations across chat and email in Intercom
• Investigate issues yourself — reproduce them, check the data, understand the root cause before escalating
• File clear, well-documented bug reports and feature requests in Linear, with the detail engineers actually need
• Coordinate with account management, Trust Accounting, and engineering in Slack
• Own the Stax.ai Help Center: write new articles, update stale ones, and close documentation gaps you find in your own ticket queue
• Manage email follow-through on multi-day issues so nothing goes quiet on a customer
• Use AI tooling (Claude, ChatGPT, Intercom's AI features) as a genuine part of your workflow — for drafting, research, and working through unfamiliar problems faster
• Flag patterns to product and leadership when the same issue keeps surfacing

• Strong written communication. Most of this job is writing clearly to people who are frustrated and busy
• Real curiosity about how things work, and the patience to sit with a problem you don't immediately understand
• Comfort with AI tools like Claude or ChatGPT — or genuine eagerness to learn them fast
• Follow-through discipline. Email threads that stretch across days are a real part of this role
• Comfort with spreadsheets and data. A lot of support questions come down to reading a file correctly
• Available to work on-site in Scottsdale during the training period

• Any prior experience in customer support, customer success, or a customer-facing role
• Exposure to retirement plans, 401(k) administration, TPA operations, or financial services
• Hands-on experience with Intercom, Linear, or comparable tools
• Documentation or technical writing experience