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Scrunch · 3 weeks ago

Customer Support Representative

United States

Full-time

Remote

Entry Level

$50K/yr - $65K/yr

1+ years exp

Scrunch is a venture-backed startup aiming to transform marketing through AI technology. The Customer Support Representative will provide high-quality support to customers, assist with troubleshooting, and advocate for customer needs while collaborating cross-functionally.

Artificial Intelligence (AI)Information TechnologyInternet

Responsibilities

Serve as the initial point of contact for customer inquiries via email, chat, and ticketing systems

Diagnose technical and usability issues, working cross-functionally to drive timely resolution and provide feedback to our product and education teams

Maintain a high standard of professionalism, accuracy, and clarity in every customer interaction

Develop deep, up-to-date knowledge of the Scrunch platform, use cases, and feature set

Translate technical concepts into clear, user-friendly explanations for customers with varying levels of technical proficiency

Create and contribute to support documentation, FAQs, quick-start guides, and help-center resources

Identify common user patterns and propose improvements to the customer experience

Manage, prioritize, and resolve a high volume of inbound tickets within defined SLAs

Track issues and trends to support internal reporting, root-cause analysis, and workflow optimization

Assist with onboarding activities by answering setup questions and reinforcing best practices

Support proactive outreach to ensure customers are informed about product changes, updates, and new features

Partner with Customer Success on escalations and customer-specific needs

Provide the product team with insight into recurring issues, usability gaps, and feature requests informed by real-world customer interactions

Participate in testing new features, helping validate functionality and assess customer impact

Qualification

Customer support experienceTechnical troubleshootingProblem-solving abilitiesSaaS support experienceCommunication skillsEmpathyPatienceCustomer-centricityTicketing systems