[Hiring] Customer Experience Associate @Tough Commerce

Role Description

We're an early-stage startup looking for a Customer Success Associate to help us scale while maintaining a high bar for customer experience. This role has one job: making sure our customers are supported, successful, and never left guessing. You'll own front-line support, work closely with product and CX leadership, and grow into broader ownership of the customer journey as you build product and industry knowledge.

This is a great role for someone who enjoys being close to customers and product, is comfortable in a startup environment, and takes initiative once they understand the context. You won't be handed a rigid playbook. Training is hands-on and shadow-based, and once you're up to speed, you'll be trusted and empowered to identify problems and proactively work toward solutions.

What You'll Be Responsible For

• Front-Line Support & CX Operations
  • Own incoming customer support requests through tickets in HubSpot
  • Respond promptly and professionally to customer inquiries
  • Troubleshoot issues and resolve them independently when possible
  • Escalate product or technical issues with clear context when needed
  • Track trends in customer questions and feedback, and share insights with the team
  • Document what you learn so the next person (or customer) finds the answer faster
  • Ensure customers feel supported, informed, and followed up with
• Building Customer Knowledge
  • Develop real working knowledge of the product and how customers actually use it
  • Understand our customers' operations well enough to anticipate what they need
  • Recognize when a customer's needs point to something more we can do for them, and flag expansion or upsell opportunities to the team
  • Partner with product to make sure customer pain gets translated into real fixes
• Where This Role Is Headed
  • Phone support — being a live voice for customers, not just an inbox
  • Owning the onboarding flow — guiding new customers from signed to fully up and running, and improving that process as you learn where it breaks
  • Proactive account outreach — checking in before problems surface rather than waiting for a ticket
  • Shaping how we deliver customer success as the company scales

Qualifications

• Comfortable working in a startup or fast-moving environment
• A self-starter who takes initiative after gaining context
• Strong written and verbal communication skills
• Organized, detail-oriented, and reliable with follow-through
• Comfortable interacting with customers directly, including over the phone
• Willing to learn new tools, workflows, and skills
• Able to make judgment calls and escalate thoughtfully when needed
• Interest in learning about customers' businesses that run on equipment, schedules, and job sites

Nice to Haves

• Prior experience in customer support, customer success, or operations
• Experience supporting a SaaS product or troubleshooting software workflows
• Experience with customer onboarding or implementation
• Familiarity with HubSpot or a similar CRM / ticketing system
• Experience working at an early-stage startup or small team
• Experience with JIRA or other project management tools
• Exposure to construction, equipment, or another field-operations industry

Training & Support

• Training is practical and hands-on, not rigid or overly formal
• Begin with a shadowing and ramp-up period
• Ownership will increase as you gain familiarity with the product and customers
• Clear escalation paths and access to leadership support
• Empowered to solve problems proactively, not just pass them along
• Scope will expand toward phone support and onboarding ownership as you demonstrate readiness