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About the Company

Our client is a rapidly expanding, well-funded marketplace aimed at transforming the vast and fragmented hiring industry. Collaborating with leading organizations, they assist in recruiting elite talent while experiencing accelerated growth, having multiplied their revenue eightfold last year. Supported by $65 million from premier investors, they are developing the first comprehensive AI recruiting marketplace that connects businesses with specialized recruiters and AI tools to expedite and improve hiring accuracy.

The team comprises 110 remote-first employees, fostering a close-knit culture that's driven by high ownership and agility.

The Role

We are searching for the inaugural Customer Support Specialist to serve as the primary contact for a swiftly growing clientele, as hundreds of companies are onboarded monthly.

This position is distinctly not a management or call center role and involves pioneering support processes from scratch. The role includes managing high volumes of multi-channel support (Slack, chat, and email), delivering technical and product insights, and offers substantial ownership with opportunities for advancement.

Key Responsibilities

Manage live customer interactions across platform chat, Slack, and email with high quality and responsiveness.
Offer expert advice on product features and technical solutions to streamline onboarding and resolve issues.
Work alongside Strategic Projects Leads to refine service procedures and help develop the customer support framework.
Adapt proactively in a dynamic environment without fixed guidelines, demonstrating resourcefulness.

Required Qualifications

Three to eight years of experience in managing high-volume customer support, preferably within B2B SaaS environments.
Direct involvement with support ticket resolution rather than solely team management.
Proven ability managing support across multiple channels including email, chat, and Slack.
Experience thriving in fast-paced startup environments with minimal established workflows.
Educational background from a top 100 university (degree discipline flexible).
Excellent communication skills complemented by a professional demeanor.
Exceptional attention to detail and organized work methodology.

Preferred Attributes

Familiarity with customer support platforms such as Intercom, Zendesk, or Slack Connect.
Background in marketplace or AI-enabled products.
Experience designing support systems from the ground up.
Experience serving B2B customer bases.

Why Join

Opportunity to shape the foundational support function with visible personal impact.
Be part of a company with significant growth trajectory and substantial funding.
Gain ownership by creating and implementing processes instead of following existing ones.
Contribute to solving critical hiring challenges for companies globally.
Competitive compensation ranging from $60,000 to $80,000 annually plus equity opportunities.

Customer Support Specialist