# Customer Success Associate

**Company:** [Garage](https://hotfix.jobs/companies/garage)
**Location:** New York, NY
**Role:** Customer Support
**Salary:** $90k – $130k/yr
**Experience:** 2+ years
**Skills:** Intercom, Front, Pylon, Customer Support Platforms, Help Center, Knowledge Base, Macros, Customer Education Resources, Automation, AI Tools
**Posted:** 2026-06-16

> Deliver fast, thoughtful support for buyers and sellers across phone, email, chat, and text. Build Help Center content, improve workflows with tooling and automation, and help shape early customer success processes at a fast-growing startup.

## Job Description

## 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.

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**Apply:** https://hotfix.jobs/jobs/57bad6d0-2e08-43f4-9018-d21b17fd1083
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