Customer Support Representative

Scrunch AI•Salt Lake City, UT

15d

About The Position

We’re hiring a Customer Support Representative to deliver high-quality, responsive support to our customers and ensure they receive maximum value from the Scrunch platform. This is an individual contributor role focused on frontline customer assistance, troubleshooting, product enablement, and customer advocacy.

Requirements

1–2 years of experience in customer support, technical support, SaaS support, or a related customer-facing role.
Strong problem-solving and troubleshooting abilities, with the ability to navigate ambiguous or complex issues.
Excellent written and verbal communication skills; able to translate technical details into clear customer guidance.
High level of empathy, patience, and customer-centricity.
Comfortable working in a fast-paced, evolving startup environment with shifting priorities.

Nice To Haves

Familiarity with SaaS tools, ticketing systems, and basic technical concepts is a plus.

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.