Customer Support Specialist

Lapis is the first platform that creates, launches, and optimizes paid ads in real-time on LLM chatbots like ChatGPT, and on traditional platforms like Google, Meta, Linkedin, and Reddit. With Lapis, marketing teams can run experiments at rapid scale, see what works and what doesn’t, and reliably improve metrics like cost-per-click, cost-per-acquisition, all done automatically through Lapis’ self improving ads engine. Backed by Y Combinator (F25), we have crossed mid seven digits ARR with a small team of 4. This is one of the first roles we have opened since our founding days and by joining Lapis, you get to experience what working at one of the fastest growing YC startups looks like. One word to describe what working at Lapis is like is freedom. You have the freedom to do anything it takes to help our customers make their lives better. We operate fully on Slack. We don't have a PM, we don't do tickets, and we don't do Linear issues. What needs to be fixed will be fixed the same day, since we deal with large enterprise clients (many household names you will be familiar with). The average Lapis work day is anywhere from 10-12 hours a day. Working at a startup is intentionally spikey: there are some days where you’ll work less and some days you’ll work more. We’re looking for folks who understand this and don’t need convincing on the merits of working hard to build something great. What You’ll Do Fully own customer support across Intercom, email, and all customer facing channels Respond to customers quickly and concisely. We have contracted SLAs and response-time expectations and you will make sure we hit them consistently Work with engineering team to ensure important issues get resolved fastUnderstand customer issues deeply to distinguish between a bug, a product gap, an urgent escalation, or someone who just needs to be shown a feature Develop FAQs and customer knowledge guides to help customers navigate issues that don’t need a support touch point Help customers understand and get more out of Lapis What You Need We don’t care about what school you went to or what you majored in. What we care about is how deeply you care about building something great Experience in a customer facing role, ideally in support, customer success or solutions Experience using ChatGPT and Claude Really good at context switching with a super high-context window and a long attention span Expertise in written and verbal professional English Nice To Haves Experience with advertising products High level understanding of technical AI terms Experience working at a fast growing startup Intention to be a founder in the next couple of years Other Details We offer top tier health benefits Unlimited PTO Coffee and Lunch benefits We work 5 days in-office in downtown San Francisco. For this role, you will be located in San Francisco, and expected to work 10am-8pm Mon-Fri. #J-18808-Ljbffr