Job Description

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.

We will provide training and guidance to help you become fully self-sufficient in the role, but we're looking for someone who is

driven, resourceful, and eager to succeed

. This position offers

significant room for growth

, giving you the opportunity to shape the support department, expand your leadership responsibilities, and grow with the company as we scale.

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

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. Leadership skills with experience mentoring or managing a small team.

Nice-to-Have

Proven experience in customer support or customer success, ideally in a startup or tech environment. 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-$70,000.00 per year

Benefits:

Commuter benefits Paid time off
Application question(s):

Have you set up any technical systems or software tools in the past? If so, which ones? What motivates you more: having a steady, stable role, or the chance to grow into leadership over time? A customer writes in upset saying they want an immediate refund. How would you handle this situation on the spot?
Work Location: In person