What You'll Do
You'll be on the front line of our customer experience, owning support interactions and collaborating across teams to resolve technical and operational issues.  You'll be a key part of a growing support function, focused on excellence, speed and clarity.

Responsibilities
Respond to a high volume of inbound support tickets with professionalism and empathy
Triage and prioritize requests using Pylon, routing based on urgency and business impact
Troubleshoot issues using internal tools and documentation; escalate when needed via well-scoped JIRA tickets
Collaborate cross-functionally with Engineering and Customer Success to resolve blockers quickly
Communicate clearly and proactively with our English-speaking clients, keeping them updated on ticket progress and resolution timelines
Contribute to and improve internal documentation and customer-facing help center articles
Flag recurring issues or friction points to influence product enhancements
Provide timezone coverage for our US-based clients in partnership with teammates across regions


What You Bring
3+ years in customer support, ideally within a fast-paced SaaS or AI-driven company
Excellent written communication skills in English, especially over email and support tickets
Experience working with ticketing systems and tools like Jira, HubSpot, and Intercom
Technically curious and eager to dive into tooling or product issues before escalating
Calm under pressure and comfortable managing urgent issues
Highly organized and great at juggling multiple tasks
Bonus: Familiarity with the home services or field service industries