Customer Success Associate

Responsibilities

• Own day-to-day customer support across phone, email, chat, and text for buyers and sellers.
• Triage, investigate, and resolve customer issues from intake through follow-up, escalating to Ops, Product, Finance, or Go-to-Market when needed.
• Support purchase management workflows by helping customers understand next steps, coordinating internal handoffs, and keeping transactions moving.
• Build and maintain Help Center articles, knowledge-base content, macros, and customer-facing documentation for a non-technical audience.
• Improve support workflows with tooling, AI, and automation to reduce repetitive work and create faster, clearer customer responses.
• Track recurring questions, pain points, and customer feedback, then share actionable insights with internal teams.
• Help define the standards, workflows, and documentation habits that will shape customer success at Garage as we grow.

Requirements

• 2+ years of experience in customer support, customer success, customer experience, or another customer-facing role.
• Experience supporting customers across multiple channels, including phone, email, chat, and text.
• Strong verbal and written communication skills.
• Comfort learning new customer support tools, internal systems, and operational processes quickly.
• Good judgment when triaging issues, escalating appropriately, and communicating with customers.

Nice to Have

• Experience using modern customer support platforms such as Intercom, Front, Pylon, or similar tools.
• Experience working at a startup or high-growth technology company.
• Experience with marketplaces, logistics, payments, procurement, equipment, or other operationally complex transactions.
• Experience building or maintaining Help Centers, knowledge bases, macros, or customer education resources.
• Experience improving support workflows through automation, AI tools, routing, implementation, or migration.