Location: NYC (in office 3 days per week)You'll resolve complex customer issues with speed and empathy across every established channel, including tickets, email, and social. This is a hands-on execution role and there isn't a lot of process in place yet, so you'll need to figure out the daily rhythm of our support function without a fully developed playbook. You'll start as a team of one, responding to every customer outreach until we bring on a Support Lead to build out the function alongside you.
On any given week, you might:
- Respond to tickets, emails, and DMs with speed and empathy, keeping every queue clear
- Monitor our social channels and respond to any support-related outreach so no customer is left waiting
- Flag high value or potentially fraudulent situations so we can spot patterns and handle edge cases correctly
- Own the help center and macro library, keeping content accurate as the product evolves
- Surface recurring issues and trends to the team through a lightweight "voice of customer" summary
- Use AI tools to move faster without sacrificing quality
- Bring your own sense of what great support looks like, and help raise the bar as we build the function
You have experience and success in these areas:
- 4+ years in a frontline support role for a consumer product
- Strong written communication, with the ability to match brand tone under time pressure
- Staying organized and self-directed inside a partially defined system
- Comfortable using AI tools to work faster in day to day support
- A genuine understanding of the psychology of a collector, ideally because you are one
What success looks like:
- Response times stay inside SLA across every channel, including social
- No customer inquiry goes unanswered or unacknowledged, regardless of the channel
- Recurring issues get flagged with enough detail to act on
- Customers feel like they're talking to a real person, not a robot
- Queues stay clear, and nothing sits stale
Beyond that, we offer highly competitive comp, free health insurance, flexible time off, and meaningful equity so you'll share in the company's success. The team is headquartered in NYC and hiring for flexible in-person work.
