Customer Support Associate

Who you are Strong multitasker who can manage multiple customer conversations and competing priorities in parallel Calm, patient, and empathetic, able to de-escalate tense situations and hold a steady tone under pressure Clear, confident communicator with strong verbal and written skills Sharp prioritization and judgment, knowing what is urgent versus what can wait, and escalating appropriately AI-fluent and tool-savvy, comfortable using AI support tools to troubleshoot, draft responses, and improve workflows Comfortable with weekend monitoring and coverage, responding quickly when issues come up 2+ years of experience working directly with customers What you’ll do Own and manage our Intercom support system, including inbox configuration, macros, tags, and routing Triage and resolve incoming tickets with timely follow‑up and clean documentation Maintain visibility into outstanding tickets and proactively drive them to resolution, including follow‑ups Surface themes, bugs, and recurring issues to Engineering with clear context and examples Support mid‑tier client requests, including troubleshooting, guidance, and cross‑team coordination Support live webinars by monitoring and answering Q&A in real time, escalating technical and product questions as needed and capturing follow‑ups for the team Troubleshoot issues end‑to‑end before escalating to Engineering, gathering clear reproduction steps, logs and screenshots, and customer context so escalations are actionable and fast Escalate high‑impact issues such as outages, payment and access problems, and data or privacy concerns, and track them through closure Benefits Unlimited Learning Stipend: Whether it’s books, courses, or conferences, we want to support your growth and development. The more you learn and improve your craft the more effective we will be together. Health, Dental, Vision: Comprehensive coverage to keep to take care of your health. 401k covered by Human Interest. Relocation support to SF (as needed) #J-18808-Ljbffr Delphi