Job Description

About the Role

We're looking for a

Customer Support & Marketing Specialist

to build and lead the customer engagement function at our startup. This is a hybrid role that blends hands-on customer communication with marketing-driven initiatives. You'll not only be the first point of contact for customers but also play a key role in creating campaigns, messaging, and processes that improve retention, satisfaction, and brand loyalty. As the company grows, you will help shape our customer experience strategy and expand into leadership responsibilities.

We will provide training and guidance to help you succeed, but we're looking for someone who is proactive, resourceful, and eager to grow. This position offers significant room for advancement, giving you the opportunity to shape both the support and marketing functions as we scale.

Key Responsibilities

Serve as the first point of contact for customer inquiries via email, chat, and phone. Assist in developing and executing customer-facing marketing initiatives (email campaigns, newsletters, announcements, etc.). Create and manage FAQs, guides, and branded communication that improve customer experience. Gather customer feedback and share insights with marketing and product teams. Contribute to retention strategies, upsell/cross-sell opportunities, and customer lifecycle marketing. Monitor customer experience metrics and identify opportunities for improvement. Recruit, train, and manage a team of customer support agents as the company scales. Set up and maintain workflows, automations, and integrations between support tools.
Qualifications

Strong communication skills with a customer-first mindset. Experience in customer support, customer success, or marketing, ideally at a startup. Comfortable creating customer communications (emails, campaigns, guides) that align with brand voice. Ability to work independently, make decisions, and build processes from scratch. Organizational skills with a knack for balancing customer care and marketing needs.
Nice-to-Have

Previous experience in marketing, CRM management, or customer engagement strategy. Familiarity with email marketing platforms, CRMs, or automation tools. Experience leading or mentoring a small team. Background in both customer support and marketing roles.
Job Type: Full-time

Pay: $50,000.00-$70,000.00 per year

Benefits:

Commuter benefits Paid time off
Application question(s):

A customer writes in upset saying they want an immediate refund. How would you handle this situation on the spot? Can you describe a time when you turned an unhappy customer into a satisfied one? What steps did you take? Have you used customer support tools or systems (e.g., Zendesk, Intercom, Freshdesk)? If so, which ones? What did you like or dislike about them? If you noticed customers were frequently asking the same question, how would you solve that issue in both support and marketing terms?
Work Location: In person