Customer Support & Documentation Specialist

Role overview

Mobly is an in-person revenue platform built for B2B sales and marketing teams that need to capture leads at live events, enrich those leads, and turn event activity into measurable pipeline. Teams use the product before, during, and after events to sync information with their CRM and understand what generated revenue.

This position is Mobly’s first dedicated customer support and implementation hire. From the start, you’ll be responsible for the support queue, documenting bugs and product requests in Jira, and creating the knowledge base that will eventually power the company’s AI support agent. In other words, this role is not about joining an existing support structure; it is about establishing it.

Core responsibilities

You will manage support operations across email, in-app chat, and any future customer channels, handling Tier 1 questions on your own. Typical issues include account administration, straightforward integration questions, and troubleshooting for apps and devices. You’ll also establish and maintain response-time expectations so customers always know their request has been received.

For escalated cases, you will investigate issues related to integration breakdowns, sync failures, and unusual edge cases before routing them to Engineering or Solutions Engineering. You’ll also create a clear escalation framework that defines when a case belongs in T2 versus T3, which indicators should trigger each path, and how recurring resolutions should be captured for faster handling later.

A major part of the job is owning the bug and product request workflow in Jira. That includes evaluating incoming reports, writing detailed tickets with reproduction steps and environment specifics, keeping the backlog organized and prioritized, and running a weekly review to highlight new items, blocked items, and closed items. You’ll also follow up with customers once fixes are released.

You will build and maintain a customer-facing knowledge base designed both for self-service by customers and for retrieval by an AI support agent. The content should use consistent terminology, focus each page on a single concept, include explicit step-by-step instructions, show screenshots for every UI workflow, and cover both expected behavior and failure states. As the library grows, you’ll monitor deflection performance and send unanswered questions back into the documentation queue.

In addition, you’ll support Customer Success Managers with standard onboarding work and help create self-serve onboarding flows for lower-complexity customers so the CS team can spend more time on strategic accounts. You’ll review support patterns weekly, noting what arrived, how it was solved, how long it took, and whether it points to a product, documentation, or training gap. Any repeat patterns should be flagged early before they grow into larger issues.

Required experience and qualifications

The company is looking for someone with 1 to 3 years of experience in customer support, customer success, or technical onboarding within a SaaS environment. Strong written communication is essential, since your replies and documentation need to be polished, complete, and ready for immediate use.

You should be comfortable working with CRM platforms such as Salesforce, HubSpot, or similar tools at a user or admin level. The role assumes you have connected integrations, mapped fields, or investigated sync problems before.

Strong organization and self-direction are important, because the queue, the documentation system, and the backlog will all require active ownership. Curiosity about why issues occur is also important; the best fit will be someone who notices patterns, not just someone who closes tickets.

Preferred background

Helpful experience includes building a help center or knowledge base from the ground up, working with AI support products such as Intercom or Zendesk AI, or managing AI agents. A background in event marketing, RevOps, or MarTech would also be an advantage, as would experience with iPaaS platforms or webhook-driven integrations.

Success milestones

Within 30 days, you should understand the T2/T3 issue landscape, review the current Jira backlog, and identify the 10 most common incoming escalations.

By 90 days, the top 25 support scenarios should be documented, at least 3 should be under testing for AI-agent deflection, and a weekly review cadence for bugs and product requests should be running.

By 6 months, most Tier 1 questions should be resolved without direct 1:1 help, the majority of T2/T3 issues should have documented resolution paths, and you should have identified at least two recurring product issues that the Solutions Engineer can address proactively.

Additional information

This is a full-time onsite role based in Lehi, Utah.