Customer Support Operations Consultant

About the Company

Simbe Robotics is building autonomous robotics and AI-driven intelligence for retail stores, helping businesses improve execution on the floor, strengthen inventory accuracy, and create a better customer experience. As the company’s customer base and robot fleet keep growing, the Customer Experience team is adding operational support to keep service fast, dependable, and consistent.

Role Summary

The Customer Support Operations Consultant will work as a hands-on support operator, helping the Customer Support team process tickets, coordinate follow-ups across internal groups, and keep documentation clear throughout each support interaction. This position is designed for someone who can start quickly and contribute to daily workflow management right away.

You will work closely with the Customer Support lead and partner with teams such as Robot Operations, Deployment, Fleet/Hardware, and Engineering. The work is process-driven and practical: the right person will be highly organized, careful with details, comfortable using ticketing platforms, and able to follow established steps while making sound decisions about when to escalate issues that are urgent, unclear, or outside the usual process.

The focus is steady operational support for existing customers, including handling support tickets, customer-requested changes, schedule adjustments, map-related requests, issue follow-up, and coordination between internal teams.

What You’ll Be Responsible For

• Review and route customer support tickets in Jira or similar internal systems.
• Carry out support tasks according to Simbe’s SOPs and internal workflows.
• Assess ticket details, customer messages, internal comments, and system data to decide the next step.
• Handle routine requests such as traversal schedule changes, customer updates, remap or map adjustments, follow-up on missed or degraded traversals, and cases that require coordination across teams.
• Write clear notes so every ticket has accurate and useful context.
• Keep tickets well organized, updated, and moving toward closure.
• Escalate items to the correct internal group when they cannot be solved through the standard process.
• Spot recurring issues, unclear procedures, or opportunities to improve support operations.
• Work with the Customer Support lead to maintain a responsive and reliable support function.
• Communicate blockers early and clearly.

What Success Looks Like

In the first 30 days, success means quickly learning Simbe’s core support processes, taking assigned tickets from intake through the next step or resolution, expanding the team’s support capacity, keeping ticket notes clean and actionable, escalating appropriately without overdoing it, independently managing common ticket types, and helping identify ways to make support work more scalable and consistent.

Required Qualifications

• At least 2 years of experience in customer support operations, technical support, support coordination, operations, or a similar ticket-based role.
• Hands-on experience with Jira, Zendesk, Salesforce Service Cloud, Freshdesk, Linear, or another workflow/ticketing tool.
• Strong written communication and documentation ability.
• Excellent attention to detail and the ability to keep many small tasks organized.
• Comfort using SOPs and checklists to complete work consistently.
• Judgment to distinguish between routine issues and those that need escalation.
• Comfort working with technical or semi-technical products, even without deep technical expertise.
• Ability to get up to speed quickly in a fast-changing environment.
• Strong ownership: keeps tickets progressing, follows up proactively, and prevents issues from sitting without a next step.

Preferred Background

• Experience with robotics, IoT, SaaS, retail technology, logistics technology, hardware/software products, or field operations.
• Background in remote operations, fleet operations, deployment teams, or technical support.
• Comfort with Slack-based collaboration and cross-functional escalation.
• Ability to interpret dashboards, logs, customer notes, or system alerts to understand operational problems.
• Comfort operating in ambiguity within a startup or fast-growing company.
• Experience improving support procedures, documentation, or ticket operations.

Tools and Systems You May Work With

You do not need experience with every system listed, but you should be able to learn internal tools quickly. The role may involve Jira or other ticketing tools, Slack, internal monitoring systems, customer support inboxes or queues, internal dashboards and reporting tools, and documentation or SOP repositories.

Schedule and Availability

• An immediate start is strongly preferred.
• A 40-hour workweek is preferred, though candidates with strong part-time availability may also be considered.
• You must be available to collaborate regularly during U.S. business hours.
• This is an initial 3-month contract, with possible extension depending on business requirements and performance.

Additional Information

AI tools may be used to assist parts of the hiring process, including application review, resume analysis, response assessment, and identifying possible inconsistencies or verification signals based on the information provided. These tools support the recruiting team but do not replace human review. Final hiring decisions are made by people. If you want more information about how your data is processed, you may contact the company directly.