Customer Support Representative
Moab · Remote · Remote ·
COMPENSATION
$70k – $90k
Listed on the employer's job board (Ashby)
- Fully remote role
- B2B SaaS support
- AI-powered tools
- Bug investigation focus
- Cross-functional collaboration
You will serve as the primary contact for customers using Moab’s all-in-one software for equipment dealers and rental businesses. Your day involves answering questions, reproducing reported issues, and translating technical updates into clear language for users.
The team values individuals who can manage high-volume queues while maintaining empathy and accuracy. You will use internal AI agents to speed up investigations and ensure no customer issue is left unresolved.
What you'll do
- Triage incoming tickets and respond quickly to ensure clarity
- Investigate bugs end-to-end using internal tools and AI agents
- Prepare clean handoffs for engineering when code changes are needed
- Track open bugs and translate technical updates for customers
- Identify recurring patterns and flag them to product teams
- Write knowledge base articles to reduce repetitive inquiries
- Provide feedback on AI tooling to improve support workflows
What you'll need
- Strong written communication skills with a warm, jargon-free tone
- Curiosity about technical systems including logs and error messages
- Comfort working with AI tools and judging their output accuracy
- Ability to manage multiple open threads in a queue-driven environment
- High standard for resolution until the customer is fully satisfied
- Patience and empathy when dealing with frustrated users
- Willingness to read SQL queries, log files, or CLI prompts
Nice to have
- Background in equipment rental, construction, or agriculture industries
- Experience with support platforms like Pylon, Zendesk, or Intercom
- Familiarity with Slack, Linear, or Jira for bug tracking
- Ability to read APIs, JSON, or basic SQL
- Experience working in a growing company with evolving processes
Stack
- Pylon
- Zendesk
- Intercom
- Slack
- Linear
- Jira
- SQL
- JSON
- APIs