Support Operations Associate

Serves as the first point of contact for inbound customer support tickets in Intercom, resolving issues promptly and professionally

• Triage incoming requests and escalate complex issues appropriately
• Maintain a high standard of communication—aim for over 95% customer satisfaction, and believe great support is a competitive differentiator
• Identify patterns in support tickets and flag recurring issues or product friction
• Contribute to knowledge base articles and help documentation
• Assist our Customer Success team with onboarding tasks

What We're Looking For

• 0-1 years of experience in customer support, customer success, or a customer-facing role, including internships
• Excellent written communication—can explain things clearly and make customers feel heard
• Genuine curiosity about AI and how it can be applied to real-world problems
• Highly organized and reliable—follow through, and have the ability to keep both yourself and others accountable to drive successful outcomes
• Comfortable picking up new software quickly; prior experience with Intercom or similar tools is a plus but not required, as is prior coding experience
• Exceptional problem-solving skills and the ability to adapt to new problems rather than following a script