You'll be someone merchants can count on when they need help with Spoks. Learn the product, listen to their questions and help them use email and SMS confidently. A clear answer and a friendly conversation can make a big difference to their day.
You don't need to have worked in tech support before. If you're finishing college, recently graduated or looking for a part-time role alongside other commitments, we'd like to hear from you. We can teach you the product and tools. Bring curiosity, patience and a way of explaining things that puts people at ease.
What you will do
- Help customers through chat, email and calls. Understand the problem, explain the next step and follow up until it's resolved.
- Investigate issues, pass bugs to engineering with clear notes and keep customers updated.
- Turn common questions into help articles and short product walkthroughs. Work with our Content Producer on tutorials and webinars.
- Help improve Fin, the AI assistant in our Intercom support tool. It uses our help content to answer customer questions. You'll check its answers, improve the information it draws from and step in when someone needs a person.
- Share what customers find confusing with Growth, Content and engineering so we can improve both the product and how we explain it.
What you will bring
- Clear, friendly writing and confidence talking with people. You listen carefully and explain things without making someone feel silly for asking.
- You learn new software quickly and enjoy figuring out how things work.
- You are patient when someone is frustrated, ask useful questions and know when to get help.
- You keep your promises, follow up and make sure questions don't get forgotten.
- You're curious about AI and willing to learn how to use it well. Previous AI experience isn't required.
Experience helping people in retail, hospitality, college, a club or a previous support job all counts. Shopify and email marketing knowledge is useful, but we'll help you learn those too.
Learning to work with AI
We'll teach you how to use Fin and tools such as Claude or ChatGPT to find information, prepare helpful answers and spot recurring questions. You'll learn to check their work against the product and recognize when a customer needs a personal reply. You don't need coding skills or an AI project to apply.
Hours and location
This role can be full-time or part-time, with a minimum commitment of 50% of a full-time schedule, normally 20 hours per week. We'll agree fixed working hours so customers and teammates know when you're available. This is an Austin hybrid role, with at least three office days each week; part-time shifts can be shorter.
Tell us about yourself
Introduce yourself and tell us about a time you helped someone understand or solve something. It could be from work, college or everyday life. What did they need, and how did you help?
During the interview, we'll work through a simple customer question together. We're interested in how you listen, explain and respond, not how much you already know about Spoks.
