Technical Customer Support

Responsibilities

• Serve as the first line of technical support for customers, triaging and resolving tickets while escalating complex issues to Engineering and Data teams as needed.
• Create and refine product rules to address customer issues and drive incremental improvements, working independently and with contractor resources.
• Monitor product performance using Hex, SQL, and internal dashboards, identifying trends and surfacing insights to Data, Product, and Engineering teams.
• Document troubleshooting processes and resolutions to build institutional knowledge.

Requirements

• 2+ years in a technical customer support or customer-facing operations role supporting a technical product.
• Strong customer service orientation with excellent written and verbal communication skills.
• Ability to triage, prioritize, and solve technical problems independently.
• Familiarity with SQL concepts, Excel/Sheets, and data analysis.
• Detail-oriented, process-driven approach with eagerness to improve systems and workflows.
• Based in NYC with ability to work out of the Flatiron office at least 2 days per week.

Nice to Have

• Experience working in high-growth startups.
• Familiarity with BI tools such as Hex, Looker, or Tableau.
• Familiarity with ticketing systems such as Pylon.

Compensation and Benefits

• Competitive compensation consisting of salary, equity, and benefits.
• Meaningful equity with early exercise and an extended post-termination options period.
• 100% paid medical, mental, dental, and vision premium option, plus One Medical membership for US-based employees.
• 401(k).
• 12 weeks of fully paid parental leave.
• Unlimited PTO.
• Flexible hybrid culture at the NYC headquarters, with remote opportunities for certain US/Canada roles.
• Work-from-home stipend, company-paid lunches, Citibike membership, and other benefits.