Customer Success Associate

About the company

Garage builds software that helps essential industries trade critical assets more efficiently across the United States. The company began by serving fire departments, where buying mission-critical vehicles and equipment traditionally involved long cycles of paperwork, calls, and delays. Its agentic platform streamlines the full transaction flow, including discovery, payments, freight, paperwork, warranty handling, and financing, turning processes that used to take months into a matter of minutes.

Within less than a year, Garage expanded into cities and towns across all 50 states and increased revenue by more than 10x. Headquartered in New York, the company has raised $18M from Y Combinator, Initialized Capital, Infinity Ventures, FJ Labs, and other investors. The team is growing quickly and operating in a fast-paced environment.

Role overview

Garage is hiring a Customer Success Associate to provide responsive, thoughtful support to buyers and sellers using the platform. This person will be the first touchpoint for customer inquiries through phone, email, chat, and text, helping users understand transaction steps, solve issues, and get clear answers quickly.

As an early member of the customer success team, you will also help design the support foundation for scale. That includes Help Center content, internal documentation, escalation paths, support tools, and feedback loops that improve the customer experience without sacrificing quality. This is a hands-on position for someone who enjoys direct customer interaction and wants to help shape customer operations in a startup that is still building its processes.

Key responsibilities

• Handle everyday support requests from buyers and sellers across phone, email, chat, and text.
• Review, diagnose, and resolve customer problems from initial intake through final follow-up, escalating to Operations, Product, Finance, or Go-to-Market teams when necessary.
• Assist with purchase management by clarifying next steps, coordinating internal handoffs, and helping transactions progress smoothly.
• Create and update Help Center articles, knowledge base materials, response macros, and customer-facing documentation written for non-technical users.
• Improve support operations through better tooling, automation, and AI-driven workflows that reduce repetitive work and speed up responses.
• Identify common questions, recurring friction points, and customer feedback, then pass those insights to the relevant internal teams.
• Help establish the standards, operating routines, and documentation practices that will support customer success as the company scales.

Requirements

• At least 2 years of experience in customer support, customer success, customer experience, or a similar customer-facing role.
• Prior experience helping customers through multiple channels such as phone, email, chat, and text.
• Strong spoken and written communication abilities.
• Comfortable learning new support platforms, internal tools, and operational workflows quickly.
• Sound judgment for prioritizing issues, deciding when to escalate, and keeping customers informed.

Preferred experience

• Hands-on experience with modern support tools such as Intercom, Front, Pylon, or similar platforms.
• Background in a startup or other high-growth technology environment.
• Exposure to marketplaces, logistics, payments, procurement, equipment, or other operationally complex transactions.
• Experience creating or maintaining Help Centers, knowledge bases, macros, or customer education resources.
• Experience improving support operations through automation, AI tools, routing, implementation work, or migrations.

What the team values

• A growth mindset and a willingness to keep learning as the company evolves.
• Humility, openness to feedback, and a belief that the best ideas should win.
• A genuine customer-first mindset, with customer success treated as a core business outcome.
• A practical, fast-moving approach that favors quick, effective solutions and continuous iteration.

Why Garage

• The product supports everyday purchasing of equipment that local communities rely on.
• The company has grown revenue by more than 10x in the past year and is backed by $18M in total funding.
• The team includes people from Ramp, Twitter, Goldman Sachs, Bilt, Wise, Unify, Honey, PayPal, and more.
• This role places you among the first 35 employees, working as a foundational team member alongside the founders.

Benefits and compensation

• Competitive pay with stock options.
• Health, dental, and vision coverage fully paid by the company.
• Unlimited PTO each year, plus company-observed holidays.
• Daily lunch and dinner.
• $100 monthly wellness stipend.
• 401(k) plan with employer match.
• Pre-tax commuter benefits.
• Bi-annual team offsites.
• Relocation assistance.

Compensation

The expected annual salary range for this role is $90,000 to $130,000.