Customer Support Associate

Customer Support Associate

Jawnt is a Philly-founded startup on a mission to make commuting easier, more affordable, and more sustainable. We partner with universities, healthcare systems, governments, and enterprise organizations to help their people get to work reliably, affordably, and with less impact on the planet.

We believe getting to work shouldn't be the hardest part of your day. Behind every bus ride, train tap, or bike share is a person just trying to get where they need to go, and we're here to make that simple. Jawnt is trusted by the Commonwealth of Pennsylvania, The City of Philadelphia, Penn and Penn Medicine, and other major employers nationally to power the way their people move.

We're a Philly company through and through, operating out of Bond Collective in Suburban Station (yes, right above the trains). Our team is full of people who genuinely care about cities, public transit, and helping others.

The Role

We're looking for a Customer Support Associate who thrives in hands-on customer support roles. You'll be the human face of Jawnt: the person commuters talk to when they need help enrolling in their benefits, getting their card to work, or figuring out how to ride the bus for the first time.

This role is key to our daily operations and requires responding to a high volume of messages and phone calls daily. You'll be solving real problems for real people, and working closely with our Sr. Associate and reporting to our Director of Customer Success. You'll collaborate with Product and Engineering teams to flag bugs, feature requests, and improvements based on customer feedback, and will also work closely with our COO. Every insight you surface directly shapes our product roadmap and company priorities.

This is a Philadelphia-based, in-person role at Bond Collective. This role will start as a 3-month contract-to-hire trial, which is an opportunity for both you and Jawnt to make sure it's a great long-term fit. We're looking for someone who is committed to managing customer support for at least a year, with clear opportunities to move into different areas of the company as you grow (current team members started in Support and moved into Product, and Operations and Account Management).

You Will

• Respond quickly and kindly to customer questions via chat, email, and phone
• Troubleshoot issues with Jawnt Pass and transit cards, including activations, declined transactions, balance discrepancies, and replacement requests
• Identify patterns in customer issues and flag them to Product and Engineering weekly - your frontline perspective directly influences our roadmap
• Track, document, and escalate issues clearly to the right team, ensuring nothing falls through the cracks
• Handle multiple conversations at once while maintaining accuracy and calm under pressure
• Offer tech support to a diverse array of riders, from first-time transit users to power commuters
• Represent Jawnt with empathy, curiosity, and pride, helping riders feel heard and supported

You Are

• A natural helper who genuinely finds joy in making someone's day easier
• Patient with complexity: equally comfortable helping a grandparent with password resets and walking through debit card authorization logic with a technical user
• Clear, calm, and confident in how you communicate, especially under pressure
• Organized and dependable, with a natural sense of ownership
• Entrepreneurial-minded and curious about how startups work - his role can be launchpad into Product, Operations, or other areas of the company
• Comfortable using tools like Intercom, Aircall, and Linear (or quick to learn them)
• Based in Philadelphia and genuinely excited to work in person at Bond Collective with a mission-driven team
• 1-4 years of work experience OR a college graduate with some meaningful work experience