Customer Support Specialist

Customer Support Specialist

New York, NY (in-office / hybrid) Full-time

About Freedom

Freedom is an AI-native payroll and benefits platform for startups. We're a high-growth technology company and a tight-knit team.

The role

You'll be the dedicated support person for a book of clients, and you will own the frontline. You'll be our payroll specialist, support rep, and customer success manager in one. As we grow, you'll help decide which of those you keep. That means you personally answer the questions, run the fixes, and build the relationships with a book of founder-led companies most of whom are running payroll for the first time and are trusting us with the thing their employees care about most.

To be direct about what this is and isn't:

• This is a hands-on individual contributor role. You'll work directly with customers every day, helping resolve tickets and answer questions.
• You're build the playbook. You'll write it. Macros, escalation rules, help articles, the onboarding checklist much of that doesn't exist, and you'll build it as you go.
• You'll work directly with the founder and engineers. When something breaks or a customer needs something we don't do yet, you're the one who says so, and it gets fixed.

If that sounds like the job you've been wishing you had at a bigger company, keep reading.

What you'll do

• Own inbound support across multiple channels - chat, email, phone, and Slack
• Become the point person for customers on a wide variety of issues, including product support, onboardings, payroll, and benefits
• Run new-customer onboarding and payroll migrations from other providers
• Resolve issues end to end: diagnose, fix, communicate, and follow up. Escalate to engineering when it's a product problem, not when it's hard
• Build the support function: help center content, saved replies, our AI assistant's knowledge base, and the internal runbooks for recurring issues
• Be the voice of the customer inside the company spot patterns, flag product gaps, and push for fixes
• Help define what great support looks like here

Who you are

• Payroll customer support experience at a company like like Gusto, Justworks, Rippling, Deel, ADP, Namely, TriNet, or Paychex (minimum requirement)
• Youre great with customers. Our customers are stressed founders & business owners; you make them feel like it's handled
• Product thinker: youve got good instincts on how to improve the software and processes of the support function, especially around developing new AI systems
• Based in New York City and able to be in the office

Why this role

• Real ownership: a named book of customers who know you, not a queue
• Direct line to the founder and the product your feedback ships
• Ground floor at a company where the support function will be built the way you think it should be
• Meaningful equity and the chance to grow into whatever this becomes as we scale

Compensation

• Salary range: $70,000-115,000 , depending on experience
• Equity
• Health, dental, and vision coverage (we're a benefits company!)
• 401(k)

Our process

We move fast. The full process takes about a week:

1. 30-minute call
2. 30-minute second call
3. Onsite (23 hours)
4. Offer