Customer Service Specialist

OUR VISION

Equs is a company building privacy-first AI, identity, and trust infrastructure for the agentic era. The digital world was built around platforms, not people. AI is rewriting what software can do, and we have a narrow window to make sure that future puts the individual at the center rather than further behind. We start from one conviction: your digital identity should belong to you, travel with you, and give you real agency in how you show up online. You set the rules, you hold the keys, and you benefit from your own data.

We are building toward that future across every layer it requires: the infrastructure that makes it possible, the standards that make it interoperable, and the experiences that bring it to life for the people who use it. We are early, and we are clear about what is built today and what is still ahead. The people who use what we build keep control of their own data, and we hold ourselves to that standard in everything we make.

WHAT YOU WILL DO

As a Customer Support Specialist at Equs, you are the first person our customers reach when they need help, and the one who sees it through. This is a hands-on, front-line role. You will work directly with the individuals and business customers who use Equs, resolve their issues, and carry what you learn back to the team building the product. As one of our first support hires ahead of launch, you will help build how support works here, not inherit a system that already exists. Your day-to-day includes, but is not limited to:

• Answering and resolving incoming questions from individual users and business customers across email, chat, and tickets, owning each issue through to resolution
• Troubleshooting hands-on, reproducing problems and digging into product behavior before escalating
• Serving as the direct line between customers and engineering, escalating technical issues clearly and following them through to a fix
• Helping stand up and run our support tooling in Freshdesk, including the knowledge base, chatbot, and ticketing, as we build the function from scratch
• Writing and maintaining help articles, FAQs, and troubleshooting guides so customers can find answers on their own
• Supporting our preview customers and early launch users with a responsive, personal experience
• Turning recurring questions and feedback into clear input for product and engineering
• Tracking common issues and surfacing the patterns worth fixing at the product level
• Responding with care and patience, meeting both non-technical users and more technical business customers where they are
• Keeping response and resolution times tight, and flagging when something needs a faster path
• Documenting what you do so the next support hire can pick it up

WHAT YOU WILL NEED TO SUCCEED

You are genuinely customer obsessed. You like solving problems and you do not consider one closed until the customer is taken care of. You are comfortable on the front line, moving between a first-time user who needs plain-language help and a business customer with a more technical question. You are resourceful in a young environment, willing to figure things out, write the process down, and improve it as you go rather than wait for one to be handed to you.

You communicate clearly and calmly, in writing and in conversation. You are organized enough to keep many open issues moving at once, and honest about what you know and what needs to be escalated. You care about privacy and about earning trust, and you understand why that matters more here than in most places.

YOUR EDUCATION AND EXPERIENCE

This role calls for 3 to 5 years in a hands-on customer support or technical support role, ideally supporting a software or consumer technology product used by both individual and business customers. You are fluent with modern support tools such as help desk and ticketing systems, knowledge bases, and chat, and comfortable learning new ones. Familiarity with AI products, identity, or a regulated industry is a plus, as is experience supporting developers or working alongside a developer relations team, though neither is required. A bachelor’s degree is welcome but not required if you experience speaks for itself.