[Hiring] Customer Support Agent @Scribe

Role Description

Scribe customers rely on fast, accurate support to keep their work moving, and right now that responsibility sits with you. You'll own the full support experience:

• Resolving issues with judgment, catching patterns before they become bigger problems, and ensuring the right feedback reaches Product and Engineering.
• The processes exist, but the function is still evolving, so you'll help shape how support works as much as you execute it.

Qualifications

• You're a native English speaker who writes and speaks with clarity and precision.
• You've spent 2-3 years in a customer support role, handling real ticket volume and real edge cases.
• You've worked in Zendesk, Notion, and Stripe, or picked up similar tools fast enough that it didn't matter.
• You research your way to an answer instead of waiting for someone to hand you one.
• You stay calm and keep moving when a product changes under you or a process isn't fully defined yet.
• You explain technical or product concepts in plain language, without losing accuracy.

Requirements

• Resolve customer issues across channels with speed, accuracy, and clear communication.
• Build product expertise deep enough to answer complex, technical questions independently.
• Escalate the right issues to the right teams, with the context they need to act fast.
• Spot recurring customer problems and turn them into documentation, process fixes, or product feedback.
• Strengthen internal resources so the next answer is faster than the last.
• Partner with Customer Success, Product, and Engineering to close the loop on customer-reported issues.
• Take on more complex or ambiguous cases as you build judgment in the role.

Benefits

• Flexible paid time off and company holidays.
• Home office stipend.
• Monthly budgets for office space, if needed, and team buildings.