Customer Support Associate

Company Overview

Glazier is an innovative seed-stage startup based in New York City, backed by venture funding. The company is dedicated to developing cutting-edge software specifically tailored for glass and glazing contractors. Traditional tools in this industry tend to be outdated desktop applications or generic contractor platforms that fail to address the unique workflows of glass contractors. Glazier aims to enhance operational efficiency by providing a comprehensive, modern platform designed to support data-driven business processes for these specialized contractors. As an early-stage company, every team member's input significantly influences both product development and the overall customer experience.

Role Overview

We are looking for our inaugural Customer Support Associate to take full responsibility for managing Intercom inbox communications, developing a robust knowledge base, expanding Fin AI deflection capabilities, and linking customer support directly to retention and revenue growth. This role requires hands-on involvement, handling support tickets personally while establishing and scaling the support function.

Key Responsibilities

• Fully manage end-to-end operations of the Intercom inbox, including both in-app chat and email communication channels.
• Diagnose and resolve customer queries related to AIA billing, QuickBooks synchronization, job costing, scheduling tasks, data imports, and time tracking processes.
• Accurately reproduce and document software bugs, escalating issues clearly and effectively to the engineering team.
• Create and maintain detailed Intercom Articles addressing the most common customer workflows.
• Identify gaps in Fin AI coverage, produce training materials, and track resolution metrics to improve AI-assisted support.
• Identify patterns in customer inquiries from the inbox and provide actionable product feedback on a weekly basis.

Candidate Profile

• At least 2 years of experience in customer-facing positions that involved producing both internal and external documentation.
• Proven ability to engage customers with a high-touch, personalized level of service, using critical thinking to optimize outcomes through internal systems, resources, and judgment.
• Exceptional writing skills with the ability to simplify and explain complex user workflows clearly.
• Preferred experience with construction, contracting, financial, or accounting software is advantageous.

Success Metrics

• Produce 10 new knowledge base articles monthly during the first month after onboarding.
• Achieve complete article coverage for the top three support topics within the first 90 days.
• Develop and track key performance indicators (KPIs) for Fin AI resolution rates.
• Quarter-over-quarter growth in the share of conversations handled by Fin AI.
• Maintain customer satisfaction (CSAT) scores at or above specified targets.
• Weekly identification and reporting of churn risk signals to the customer success team.

Compensation and Benefits

The annual salary range for this position is $60,000 to $65,000, accompanied by a competitive benefits package and equity options.