Customer Support Specialist

Role Overview

• Support Eyebot users, retail partners, and clinical staff with questions related to kiosk use, workflows, results, and overall customer experience, providing clear guidance, empathy, and reliable support so interactions run smoothly
• Spend the majority of your time in Zendesk (email, phone, chat), managing tickets with accuracy, logging details, categorizing correctly, prioritizing thoughtfully, and following through to resolution
• Know when to collaborate and when to own, escalating issues to the appropriate teams when needed while ensuring communication remains cohesive and customer-centered
• Identify patterns, recurring questions, and opportunities to improve processes, communication, and resources
• Represent Eyebot’s mission and values in every interaction, bringing warmth, professionalism, empathy, and trust

Requirements

• 3–5 years of customer service or customer-facing support experience, ideally in environments where accuracy, sensitivity, and judgment matter (healthcare, consumer tech, or partner support experience translate well)
• Exceptional communication skills
• clear, calm, human, and helpful, even when situations are complex
• Strong emotional intelligence; you know how to read situations, adapt your approach, and meet people where they are
• A proactive problem-solver who takes ownership from start to finish and doesn’t let things drop
• Highly organized with excellent attention to detail, especially in documentation and follow-through
• Comfortable working across tools like Zendesk, Slack, and Google Suite
• Empathetic, dependable, positive, and thoughtful when handling sensitive or nuanced situations
• Curious and excited to learn
• we’ll teach you anything you need to know about optical and Eyebot, specifically

Benefits

• Meaningful equity
• you're building this with us and should share in what we create
• Flexible work schedule with unlimited PTO
• we care about the work you do, not the hours you log
• Health, dental, and vision insurance
• Employer-sponsored 401(k)
• Commuter support and wellness benefits
• including tools like Calm and Cariloop to help you perform at your best
• A culture where all ideas are welcome, no matter how out there — that's how Eyebot started, and it's how we keep moving forward
• Collaborative offices in Boston's North End (with a waterfront view) and Charlestown neighborhoods, with regular team lunches
• The opportunity to build products that improve lives and reshape how vision care is delivered.