Job Overview

Our client is looking for a dedicated professional to own the customer support experience for a cutting-edge technology company, becoming the voice that turns frustrated users into loyal advocates. This isn’t just ticket management—you’ll shape how a fast-growing startup delivers exceptional customer care while working directly with brilliant engineers who value your insights. You’ll have the autonomy to improve processes, leverage modern AI tools, and grow with a company that’s scaling rapidly across global markets.

Client Overview

Join a rapidly scaling 50-60 person tech startup that’s revolutionizing how smart devices integrate with software solutions. This company serves customers across the US, Europe, and globally, processing high volumes of technical support requests as they grow. You’ll be the first dedicated customer support hire, helping build the foundation for world-class customer experience.

Schedule

• Monday - Friday, 9:00 AM - 5:00 PM PST, with 30-minute paid break (40 work hours per week)

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations (for full-time roles only)

Core Problem to Solve

• Customers aren’t getting timely responses to questions and issues.
• Following up: Nobody owns the loop between a customer reporting a problem and that problem getting fixed.
• Engineers are spending a lot of time collecting context on support issues. They are not the best at following up with customers or closing Linear tickets.
• Staying on top of long-standing issues that we may have to revisit many days or weeks later.
• Outage management: comms to notify customers of incidents, updates, and resolutions.

Responsibilities

• Own the support inbox: triage, respond, and resolve customer issues directly when possible. Ensure we meet our response and resolution SLAs.
• Understand the customer request based on their context.
• Chase engineers and other teammates internally to get updates on bugs and feature requests, so customers don’t have to wait in the dark.
• Keep a running log of open issues and follow up until every one is closed.
• Write and maintain help docs, FAQs, and canned/templated responses to reduce repeat questions.
• Flag recurring pain points to the team so we can fix root causes, not just symptoms.
• Leverage AI tools and workflows with Claude.
• Suggest customer support process improvements.

Requirements

• Technical enough to understand the product and communicate it to customers.
• 3+ years of experience in a customer-facing support role.
• Relentlessly organized; nothing falls through the cracks.
• Comfortable working with engineers and translating technical issues into plain language.
• Improvement driven - eager to seek out and suggest improvements to processes.

Nice to have

• Familiar with support and engineering tools like Pylon, Slack, Linear, or similar.
• Experience with customer support teams and knowledge of systems/processes that work best for a scaling tech startup.

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.