Customer Support Specialist

Pangram Labs•New York, NY

28d•$60,000 - $80,000

About The Position

Pangram Labs is an AI research lab building state of the art detection products for text and image. We believe that transparency around authenticity and authorship is important, and that this is a pressing and growing issue in the era of AI proliferation. We're building a growing team focused on solving critical detection challenges for customers across sectors. We are looking for a Customer Support Specialist to be the first point of contact for customers reaching out to Pangram for support. You will own complex support cases, build product expertise, and define the customer support function as we continue to scale. This role is ideal for someone who loves problem-solving, thrives in ambiguous, high ownership environments, and wants to develop their career at a fast-growing startup.

Requirements

1+ years of experience in a customer-facing role
Highly organized with excellent attention to detail
Clear communicator with strong written and verbal skills
Comfortable managing multiple priorities in a fast-paced environment

Nice To Haves

Prior experience supporting technical or developer-facing products is a plus
Interest in mentoring and future career development

Responsibilities

Own and resolve technical support cases with accuracy, speed, and empathy
Manage daily support tickets and customer inquiries across email, chat, and other channels
Troubleshoot issues, customer feedback, and product functionality; proactively follow up to ensure full issue resolution and high customer satisfaction
Identify trends in support requests and flag risks, product gaps, and improvement opportunities
Work with Product and Engineering to report, triage, and reproduce bugs, as well as prioritize and validate fixes
Build and maintain support systems, playbooks, internal documentation, and customer-facing content
Work with Sales to handle responses to customer compliance questionnaires, vendor onboarding forms, and procurement requests.