Customer Service Rep

Customer Support Rep *EST Time Zone - US* We're hiring a Customer Support Rep — and we're really picky. We want someone: Smart and curious, who hears "I'm not sure why it's doing that" and compelled to find out. Genuinely warm, the kind of person clients end up requesting by name. Entrepreneurial, comfortable in the ambiguity of a startup where the right answer often hasn't been written down yet — so you write it. Energetic and self-directed, able to run your own day without someone hovering over your calendar. What you'll actually do: Onboard new clients onto our platform and turn nervous first-timers into confident power users. Answer the hard questions — troubleshoot issues over email and live support, and resolve account and billing questions quickly and kindly. Use AI tools (Claude, ChatGPT, and whatever comes next) to draft responses, research solutions, and work smarter — we want you leaning on these. Be the bridge to engineering — investigate client-reported bugs, gather the context engineers need, and advocate for the features clients are asking for. Organize client data and files so our engineers can get accounts set up cleanly and fast. Build our knowledge base — document the issues you see again and again so the next person (and the next client) has it easier. Grow the community — help create content and host client town halls on the topics that matter to them. What you'll bring 1-3 years customer-facing experience Strong, clear writing. You can explain a tricky thing simply and make someone feel calmer in the process. Comfort using AI tools in your day-to-day work. The ability to troubleshoot a basic software problem without panicking — and the resourcefulness to figure out what you don't already know. A real interest in the people and programs we help. Availability EST hours 9am-5pm (US Time Zone) **What you need to do to apply ** In order to successfully apply to this role please message me with the following: 1 - Why you are interested in the job 2 - Your core values and how you would apply those to supporting our customers 3 - What have you learned or taught yourself in the past year 4 - A tech issue/problem you had and how you solved it on your own