moab - Customer Support Representative
Requirements
• We care much more about the type of person you are than where you’ve been. That said, some backgrounds that translate particularly well: • B2B SaaS support for non-technical end users • Customer success at a product-led company • Operations roles where you were the person people came to when something wasn’t working • You’re a strong written communicator. You can write a one-paragraph reply that is warm, accurate, and free of jargon — and you can do it twenty times a day without losing the warmth. • You’re genuinely curious about how things work under the hood. You read error messages. You poke at the UI. You’re not afraid of a SQL query, a log file, or a CLI prompt — even if you’re not writing them from scratch yet. • You’re comfortable working with AI tools as part of your daily workflow, and capable of judging when the tool is wrong. You treat AI output as a draft, not a verdict. • You’re organized in a queue-driven environment. You can hold twenty open threads in your head and not drop any of them. When you say you’ll follow up, you follow up. • You hold a high standard for what “done” means. A ticket isn’t closed until the customer is actually taken care of. • You’re patient and empathetic as a default, not as an effort. You understand that when a customer is frustrated, it’s usually because their day is on fire — and you take that seriously. • Background in equipment rental, construction, agriculture, or another field-services industry. If you’ve lived the workflows our customers run, that’s a huge advantage — you’ll have instant credibility in every conversation. • Experience with support platforms like Pylon, Zendesk, or Intercom, and with tools like Slack, Linear, or Jira for cross-functional bug tracking. • Familiarity with reading APIs, JSON, or basic SQL — or the genuine appetite to learn it quickly. You don’t need to write code, but you need to be willing to read it when it helps. • Experience at a growing company where processes were being built at the same time as the work was getting done.
Responsibilities
• Own the customer inbox. Triage incoming tickets, respond quickly and clearly, and make sure no customer is left wondering what’s happening with their issue. • Investigate bugs end-to-end. Reproduce the issue, use our internal tooling and AI triage agents to gather evidence, and prepare a clean handoff for engineering when code changes are needed. • Work the queue with engineering. Track open bugs, pull timelines and ETAs from the eng team, and translate “we shipped a fix in orders_v2” into something the customer actually wants to read. • Close the loop with customers. When a bug is fixed, a question is answered, or a workaround is found, you’re the one who tells them — in plain language — what happened and what to expect next. • Use our AI tooling well. We’ve built bug-triage agents, a product knowledge brain, query assistants, and a growing toolkit specifically to make support investigation faster. You’ll be a power user of these tools and a steady source of feedback on how to make them better. • Spot patterns. If three customers hit the same issue this week, you’ll be the first to notice and the one to flag it to product and engineering. • Contribute to our knowledge base. As you answer the same question for the fifth time, write the article that means no one ever has to ask it again.
Benefits
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