Customer Support Specialist

Austin, TX or Remote (US) | Full-time | Salary + Equity

About the Role

This is an early, high-leverage hire at Suppli. As one of our first customer-facing team members, you won't just close tickets — you'll be the person who understands our customers better than anyone else in the company and translates that understanding into real product improvements. You'll work directly with our founders, engineers, and customers to make sure every interaction with Suppli feels fast, human, and genuinely helpful.

We're looking for someone who takes full ownership, moves without being asked, and uses AI not as a novelty but as a daily tool — to draft faster, research smarter, and spend their time on the things that actually matter.

Who Thrives Here (read this first — it saves everyone time)

You own the outcome, not just the ticket. You don't close a support request and move on — you ask why it happened, whether it will happen again, and what we should do about it. You connect the dots between individual issues and systemic problems.

You're AI-native, not AI-curious. You use tools like Claude, ChatGPT, or similar every day — to draft responses, summarize call transcripts, research edge cases, and build internal documentation faster than anyone expects. You don't wait to be taught; you find the workflow yourself.

You context-switch well. One hour you're triaging a complex onboarding issue. The next you're writing a help article, logging a bug in Linear, and jumping on a quick call with a supplier. You don't lose the thread. You thrive in the fluidity.

You communicate with precision and warmth. You write responses that are clear and human — not robotic, not over-apologetic. On a call, you put customers at ease and come away with useful information. You can translate a technical issue into plain language and a customer complaint into a clear product requirement.

You have a bias for action. When something is broken, you fix what you can and escalate what you can't. When there's no playbook, you write one. You take ownership of gaps without being asked.

This isn't a 9–5 role. Building a great company means going the extra mile. We're not a face-time culture, but when it matters — and it will — you're there.

What You'll Own

Be the voice of the customer internally. Synthesize patterns from inbound issues, calls, and conversations into clear product feedback. Log bugs and feature requests in Linear with enough context that engineering can act on them. You're the best signal we have on what's broken and what's missing.

Resolve support requests end-to-end. Own inbound support across email, chat, and calls — from triage to resolution. Use AI tools to draft, research, and respond faster than feels possible manually. Escalate intelligently when needed; close the loop always.

Build the support infrastructure. Write and maintain our help center, FAQs, onboarding guides, and internal playbooks. Design the systems that let us scale knowledge rather than headcount. When you see a recurring question, your instinct is to eliminate it.

Run onboarding with confidence. Help new merchants and suppliers get up and running. Understand their workflows well enough to anticipate where they'll get stuck and guide them past it before they ask.

Work cross-functionally. You're the connective tissue between what customers are experiencing and what the team is building. Partner with sales on deal blockers, with product on prioritization, and with engineering on reproducing and resolving bugs. You'll often know the answer before anyone else does.

Improve how we support over time. Propose and implement workflow improvements — using AI tools, better documentation, or smarter processes — so the support function gets faster and more effective as we grow, not just bigger.

Must-Have

• 3+ years of customer support or customer success experience in a B2B environment
• You're an early riser - you don't have a problem starting your day at 8AM CT
• Demonstrable AI-native workflow — you can walk us through how you use AI tools to move faster and do better work today
• Strong written communication — your responses are clear, warm, and precise. You can write a help article and a bug report with equal care
• Comfort with ambiguity — you've worked in an environment where the playbook didn't exist yet and you helped build it
• Technical curiosity — you're not an engineer, but you can read a basic error message, understand a workflow, and communicate clearly with a technical team
• High ownership mindset — you notice gaps, you close them, and you don't need to be asked twice

Bonus Points

• Experience at an early-stage startup where you wore multiple hats
• Familiarity with tools like Intercom, Linear, Notion, or similar
• Background in payments, accounting, fintech, or adjacent industries — you'll understand our customers faster
• Comfort reading basic data — support metrics, ticket trends, customer health signals