Customer Success Associate

About the role

This role focuses on direct customer interaction, handling support inquiries across various communication channels such as phone, email, chat, and text. The Customer Success Associate will be responsible for addressing and resolving customer issues from initial contact through to follow-up, escalating complex problems to the relevant internal departments like Operations, Product, Finance, or Go-to-Market teams as needed. A key part of the work involves guiding customers through purchase management workflows, ensuring transactions proceed smoothly by coordinating internal handoffs and clarifying next steps.

Beyond direct support, the position involves developing and maintaining customer resources. This includes building Help Center articles, knowledge base content, and other customer-facing documentation designed for a non-technical audience. The associate will also play a role in enhancing support efficiency by identifying and implementing improvements to workflows, utilizing tools, AI, and automation to reduce repetitive tasks and deliver faster, clearer responses to customers. This proactive approach aims to streamline support operations and improve the overall customer experience.

Success in this position means not only effectively resolving customer issues and improving support processes but also contributing to the foundational aspects of customer success at Garage IT. The associate will track recurring customer feedback and pain points, sharing these insights with internal teams to inform product and service development. Furthermore, this role helps define the standards, workflows, and documentation practices that will shape how customer success evolves within the company as it grows, requiring a forward-thinking and organizational mindset.

The salary for this position ranges from $60,000 to $95,000 annually.

Skills that matter here

• customer support: This role involves daily customer support across multiple channels like phone, email, chat, and text.
• customer success: The position contributes to shaping customer success standards and workflows within the company.
• customer experience: A background in improving the overall customer experience is relevant for this role.
• Intercom: Experience with modern customer support platforms like Intercom is beneficial for managing customer interactions.
• automation: The role involves improving support workflows through automation and AI tools to enhance efficiency.
• knowledge bases: This position includes building and maintaining Help Center articles and knowledge base content.

Who this role suits

• A person with at least two years of experience in a customer-facing role, adept at handling inquiries across various communication channels.
• Someone who is comfortable learning new software and operational processes quickly, with good judgment for triaging issues and communicating effectively.
• An individual who can identify recurring customer issues and translate them into actionable insights for internal teams.
• A candidate who enjoys contributing to the development of process standards and documentation for a growing company.

From the employer

Responsibilities

• Own day-to-day customer support across phone, email, chat, and text for buyers and sellers.
• Triage, investigate, and resolve customer issues from intake through follow-up, escalating to Ops, Product, Finance, or Go-to-Market when needed.
• Support purchase management workflows by helping customers understand next steps, coordinating internal handoffs, and keeping transactions moving.
• Build and maintain Help Center articles, knowledge-base content, macros, and customer-facing documentation for a non-technical audience.
• Improve support workflows with tooling, AI, and automation to reduce repetitive work and create faster, clearer customer responses.
• Track recurring questions, pain points, and customer feedback, then share actionable insights with internal teams.
• Help define the standards, workflows, and documentation habits that will shape customer success at Garage as we grow.

Requirements

• 2+ years of experience in customer support, customer success, customer experience, or another customer-facing role.
• Experience supporting customers across multiple channels, including phone, email, chat, and text.
• Strong verbal and written communication skills.
• Comfort learning new customer support tools, internal systems, and operational processes quickly.
• Good judgment when triaging issues, escalating appropriately, and communicating with customers.

Nice to have

• Experience using modern customer support platforms such as Intercom, Front, Pylon, or similar tools.
• Experience working at a startup or high-growth technology company.
• Experience with marketplaces, logistics, payments, procurement, equipment, or other operationally complex transactions.
• Experience building or maintaining Help Centers, knowledge bases, macros, or customer education resources.
• Experience improving support workflows through automation, AI tools, routing, implementation, or migration.

Conditions

• Competitive salary and stock options.
• Health, dental and vision insurance (100% covered).
• Unlimited paid time off every year (in addition to company observed holidays).
• Daily lunch and dinner.
• $100 monthly wellness stipend.
• 401(k) with employer match.
• Pre-tax commuter benefits.
• Bi-annual team offsite.
• Relocation assistance.