Maple - Customer Support Representative
Requirements
• Ownership mentality • You think like an operator. You take initiative, care about outcomes, and feel energized by solving real problems. • Responsiveness • You operate with urgency and reliability. When something needs attention, you step in quickly and keep it moving. • Growth-Minded • You enjoy learning, improving, and quickly implementing feedback. • Fluency in English (C1/C2), with strong written and verbal communication skills in both languages • 2–5+ years in customer support, onboarding, or high-touch SaaS roles • Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment • Strong conversational ability (moderately extroverted, not robotic) • Quick thinker — you don’t default to “let me check on that” • Comfortable handling ambiguous or messy situations • Ability to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations • Able to gather context when customers provide incomplete information • Strong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure • Bonus if you: • Have worked with SMBs or local businesses • Have experience with Intercom, OpenPhone, Salesforce • Have supported technical products • Thrive in early-stage startup environments • How we work • How we work • We optimize for leverage. That means great internal tooling, fast CI/CD, and code that scales across many customer types • We optimize for leverage. • We believe in deep ownership. Engineers here talk to users, design features, and ship fast • We believe in deep ownership. • We value clarity over process. You’ll spend most of your day building, not waiting on decisions • We value clarity over process. • We move in person. We’re a tight-knit team that moves fast and solves problems together • We move in person.
Responsibilities
• Onboarding • Run onboarding calls with new customers • Translate business operations into structured AI configurations • Identify gaps or unclear workflows and clarify them live • Ensure customers go live quickly and confidently • Support • Handle inbound support calls, texts, and emails • Troubleshoot real-time voice agent issues • Think creatively when things don’t follow the script • Gather complete context before escalating to engineering • Own issues end-to-end • Systems + Feedback • Document cases clearly in Salesforce • Communicate tightly in Slack • Identify recurring friction points • Suggest improvements to tooling, onboarding flow, or documentation
Benefits
• The base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.In addition to the salary range listed above, total compensation also includes generous equity and benefits. • Medical, dental, and vision insurance for you and your family • Hi 👋 I’m Aidan, founder of Maple. • At Maple, we’re building AI agents that work for local businesses: restaurants, salons, repair shops, and everything in between. These agents answer calls, take orders, book appointments, and handle real customer interactions over natural voice. • But our bigger mission goes deeper: we’re building automated ontologies that model how businesses actually operate — their services, workflows, constraints, and language — so our agents can adapt to them instantly. We meet businesses where they are, not where software wants them to be. • But our bigger mission goes deeper: • automated ontologies • We have many customers, strong revenue growth, years of runway, and backing from world-class investors. I’ll share more once we meet. • many customers, strong revenue growth, years of runway, and backing from world-class investors • When a business signs with Maple, two things must happen: • They must get live quickly. • They must feel like we have their back. • This role sits at the intersection of onboarding and support. You will: • Guide new customers through setup • Handle live support when issues arise • Think quickly when edge cases happen • Communicate calmly when a restaurant owner has questions • Escalate to engineering clearly and precisely and implement solutions • We need someone who: • Thinks on their feet • Enjoys talking to business owners • Can gather context fast • Is comfortable with ambiguity • Takes ownership instead of waiting • A real product with real usage and growing revenue • Strong In-person culture, fast feedback loops, and zero bureaucracy • A small team that feels like a founding team • Full health, dental, vision, 401k, life insurance, and unlimited PTO • Tools budget, coffee budget, whatever-you-need-to-be-great budget • Want to help reimagine how software works for real-world businesses? Let’s talk.
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