
Kustomer is an AI-powered customer service platform designed to deliver exceptional service at every touchpoint. It combines CRM, ticketing, and AI into a unified solution to create seamless omnichannel experiences. Key features include AI Agents for both customers and support representatives, AI Agent Studio for customization, Workflows for automation, and robust reporting. Kustomer aims to automate issue resolution, assist agents, and allow for platform customization to improve customer service efficiency and outcomes. Their business model appears to be a mix of subscription-based (seat-based) and usage-based (conversation-based) pricing, with additional AI add-ons.

Kustomer is an AI-powered customer service platform designed to deliver exceptional service at every touchpoint. It combines CRM, ticketing, and AI into a unified solution to create seamless omnichannel experiences. Key features include AI Agents for both customers and support representatives, AI Agent Studio for customization, Workflows for automation, and robust reporting. Kustomer aims to automate issue resolution, assist agents, and allow for platform customization to improve customer service efficiency and outcomes. Their business model appears to be a mix of subscription-based (seat-based) and usage-based (conversation-based) pricing, with additional AI add-ons.
Product: AI-powered customer service CRM that unifies customer data, conversations, automation, and reporting for omnichannel support
Founding: Founded in 2015 by Brad Birnbaum and Jeremy Suriel
Ownership & recent financing: Acquired by Meta (closing Feb 2022), spun out May 2023 with a $60M financing; Meta remained a minority owner
Funding to date: Total reported funding approximately $263.5M (USD); company has completed multiple venture rounds and a Series B
Employees: Approximately 280 employees
Dec 2025: launched AI Assistants and Data Explorer (AI-native reporting)
Customer service, customer experience (CX), and conversational CRM for omnichannel support
2015
Customer service / CRM
$35M
Reported $35M round (TechCrunch coverage)
$40M
Reported Series D led by Tiger Global
$60M
Reported Series E led by Coatue with participation from Tiger Global and Battery Ventures
Acquired by Facebook/Meta for a reported ~$1B (reported in acquisition context)
$60M
Financing announced as the company spun out from Meta
$30M
Announced $30M Series B focused on AI-native CX
“Backed by multiple institutional investors across rounds (including Battery Ventures, Redpoint, Coatue, Tiger Global, Norwest, Boldstart); Meta remained a minority owner after the 2023 spin-out”
About Kustomer Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for some of the leading customer service brands like Abercrombie, Away Travel, Reformation, Hexclad and Sweetgreen.
Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels.
In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M. In 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.
Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. coming together for Kamp Kustomer each year.
About The Role We are looking for a Technical Writer to develop end-user documentation for the Kustomer platform. As a Technical Writer, you will help us to enrich our knowledge base, craft and own communication about each new product release in collaboration with product and engineering, and optimize our knowledge to drive impact through AI.
You'll be responsible for:
Your qualifications:
HIPAA Compliance All roles at Kustomer may involve handling sensitive personal data. Benefits Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.
Diversity & Inclusion at Kustomer Kustomer is committed to bringing together individuals from different backgrounds and perspectives.
We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.
Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.