• Handle inbound support via email, chat, and phone with speed, clarity, and warmth
• Troubleshoot product and account issues cross-functionally with engineering and product
• Manage a growing book of business: own renewals, track account health, spot growth opportunities
• Become the expert on each customer's hiring needs and surface their feedback to product
• Use AI tools daily: summarizing tickets, drafting responses, analyzing data, automating workflows
• Build and improve support processes, documentation, and knowledge base articles

What We're Looking For

• 3+ years in customer support, account management, or a similar customer-facing role
• Clear, confident communicator: sharp on calls and in writing
• Active user of AI tools (ChatGPT, Claude, etc.) who's always looking for new ways to use them
• Bias toward action and follow-through. You don't wait to be told to solve a problem
• Organized enough to manage multiple accounts without dropping threads
• Comfortable with ambiguity and full ownership of outcomes

Nice to have:

• Experience in B2B SaaS, HR tech, recruiting, or staffing
• Familiarity with manufacturing or industrial hiring
• Experience with tools like HubSpot, Intercom, or Zendesk

Why This Role

• Own the customer relationship and see your direct impact on retention and growth
• Use AI every day as an actual competitive edge, not a buzzword
• Join a team that treats world-class support as a moat, not a cost center