Customer Support Specialist

Customer Support Specialist

Our customers are on the frontlines of providing life-sustaining services to older adults and people with disabilities. We're looking for a Customer Support Specialist who is eager to support them with empathy, problem-solving skills, and a deep understanding of Mon Ami's platform.

This role is highly user-facing, with a focus on building trust and ensuring customers feel supported every step of the way. You'll be responsible for triaging and resolving tickets, managing and developing Help Center resources, and collaborating closely with product, engineering, and data teams to address customer needs. Success in this role means customers receive timely, thoughtful support that enables them to deliver essential services in their communities.

Note: This position is remote but requires availability between 9:00 AM – 5:00 PM Eastern Time.

Primary Responsibilities

• Become a product expert: Build deep Mon Ami product knowledge so you can efficiently triage tickets, resolve issues, and provide product education to users.
• Deliver excellent customer experiences: Communicate clearly, empathetically, and with a focus on solutions.
• Partner cross-functionally: Work with engineering, product, and data teams to resolve technical issues — for example, by writing detailed bug reports engineers can reproduce.
• Grow self-service support: Develop and maintain Help Center resources (articles, video tutorials, FAQs) so customers can find answers on their own.
• Spot patterns: Track and report recurring issues to identify opportunities for product and process improvements.

About You

• Education or experience: B.A./B.S. degree or equivalent relevant experience.
• Support background: 1–3+ years of customer support or other client-facing experience, with a proven ability to make customers feel heard and supported.
• Analytical and collaborative: Strong problem-solving skills and evidence of effective teamwork.
• Communication: Excellent oral and written communication skills (email, Slack, virtual meetings).
• Organized: Highly organized with meticulous attention to detail.
• Empathy: Exceptional empathy and listening skills — you can diffuse tension and build trust.
• Pace: Comfortable in a fast-paced environment and committed to "doing things the right way."
• Tooling: Strong computer skills and familiarity with web-based applications (Google Workspace, Microsoft Office, Notion, Zendesk, Zoom).
• Bonus: SaaS company experience; hands-on with Zendesk or similar support platforms; familiarity with aging services, disability services, or healthcare.

Our Culture

We value high performance and high enjoyment. In addition to having the privilege of working hard on a mission we believe in, we get to do it on a team of people we genuinely respect and like being around. Our hybrid/remote company of ~40 gets together in person 2x per year for team-proposed activities like board games, cooking competitions, and time in nature. In between those retreats, we make time for 1-1 connections across the company. We have a flat hierarchy: ideas for innovation that come from our interns make it into the hands of our users. Founded by two women of color, we know diversity in our team leads to higher quality decisions, so we continually invest in recruiting from under-represented groups and maintaining an inclusive environment.

Benefits

• The expected salary range for this position is between $60,000 and $70,000. The actual compensation will be determined based on experience and other factors permitted by law.
• Health insurance, 15 days PTO (20 days after year two), and sick leave.
• 401K, disability insurance, FSA, and HSA.
• Generous paid family leave.
• The opportunity to do work that matters with a team that treats one another with respect and kindness.

To Apply

Send a resume or LinkedIn and cover letter to View email address on click.appcast.io.

A word about cover letters: Short ones are great — we just want to know what drew you to this opportunity and why you could be a good fit.