Resolve support tickets through Intercom, providing customers with timely, friendly, and accurate responses.
Troubleshoot before escalating
replicate issues, gather necessary details, and provide a clear summary before passing to Engineering.
Conduct customer calls when further troubleshooting, explanation, or clarification is required to resolve complex issues efficiently.
Identify inefficiencies in ticket triage and contribute to scalable improvements for our customer support team.
Develop deep product knowledge and stay up-to-date on all new releases to better support our users.
Collaborate cross-functionally to promote a consistent and seamless user experience.

2-3 years of experience in a Customer Support role at a startup or SaaS company.
Strong sense of urgency and accountability
you take ownership of tickets and follow through until resolution.
Exceptional troubleshooting skills
you proactively seek answers, investigate thoroughly, and document findings before escalating.
Clear and professional communication
you can explain complex topics in a simple, friendly, and empathetic way.
A keen eye for detail and operational efficiency
you recognize patterns, identify process gaps, and suggest improvements.
Experience with our support tool, Intercom.
Access to reliable internet connection and proficiency with G Suite, Zoom, Slack, and other basic internet technologies.
Bonus Points: Experience or familiarity with the architecture industry or QuickBooks.

🎭 Innovative engineering and product culture
💰 Early-stage well-funded company
❤️ Inclusion and diversity as a company priority
🌡 100% premium coverage on our healthcare plans for employees and their families
🦷 Dental & vision coverage for employees and families
🖥 New laptop & equipment
🏋🏻‍♀️ Wellness Stipend

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