About nexawork
nexawork is a fast‑growing technology company headquartered in the vibrant River West district of Chicago. Our mission is to empower manufacturers with a simple yet powerful cloud‑based platform that reduces operational costs, increases real‑time visibility, and drives unprecedented efficiency across production lines. Backed by a successful Series A funding round, nexawork is scaling rapidly, and every new teammate plays a pivotal role in shaping the future of industrial technology.
At nexawork, we view our customers not as transactions but as long‑term partners. We are redefining the way industrial sales and support are delivered—moving away from clunky, outdated processes toward a seamless, customer‑centric experience. If you thrive in a collaborative, high‑impact environment where your ideas are heard and your contributions directly influence business outcomes, you’ll feel right at home.
Why This Role Matters
The Customer Support Associate is the front line of our customer experience. You will serve as the trusted liaison between our users, the engineering team, and the broader customer success organization. By translating technical challenges into clear, actionable solutions, you help ensure that every nexawork customer derives maximum value from our platform. Your work will directly affect product adoption, customer satisfaction, and ultimately, the growth trajectory of the company.
Key Responsibilities
- First‑line Support: Respond promptly to inbound customer inquiries via email, HubSpot support portal, and occasional phone calls, delivering accurate and courteous assistance.
- Issue Triage & Escalation: Diagnose, prioritize, and route technical issues to the engineering team, ensuring that bugs and feature questions are addressed in a timely manner.
- Cross‑Functional Collaboration: Partner closely with sales, customer success, and product teams to guarantee that pilot programs and existing accounts receive seamless support throughout their lifecycle.
- Knowledge Management: Leverage Notion and other internal tools to document solutions, maintain a living FAQ repository, and continuously improve support processes.
- Customer Education: Conduct product walkthroughs, create concise how‑to guides, and empower users to become self‑sufficient power users of the nexawork platform.
- Feedback Loop: Capture recurring pain points and relay actionable insights to product and engineering teams, influencing roadmap decisions and feature enhancements.
- Metrics & Reporting: Track key support metrics such as response time, resolution time, and customer satisfaction scores, presenting regular performance reports to leadership.
Essential Qualifications
- Demonstrated experience in a customer‑facing support role, preferably within a SaaS or technology‑focused environment.
- Strong problem‑solving abilities with a proven track record of distilling complex information into clear, actionable steps.
- Exceptional written communication skills; ability to craft professional, empathetic, and concise responses.
- Comfortable navigating multiple software tools (e.g., HubSpot, Notion, CRM systems) and quickly learning new platforms.
- Highly organized with meticulous note‑taking habits and the ability to manage competing priorities in a fast‑paced setting.
- Self‑motivated, hands‑on attitude; you enjoy taking ownership of tasks, regardless of size, and see every challenge as an opportunity to add value.
- Residency in the United States; the role is fully remote or can be based in Chicago with optional access to co‑working spaces.
Preferred Qualifications & Nice‑to‑Have Skills
- Experience supporting manufacturing or industrial‑tech customers, providing insight into the unique challenges of that sector.
- Familiarity with ticketing systems, bug‑tracking tools, and agile development workflows.
- Technical aptitude that enables you to understand API integrations, data pipelines, and basic troubleshooting of cloud‑based applications.
- Previous exposure to remote work environments and the discipline required to stay productive and collaborative across time zones.
- Certification or coursework in customer service excellence, ITIL, or related fields.
Core Skills & Competencies
- Communication: Ability to convey technical concepts in plain language, both in writing and verbally.
- Empathy: Genuine interest in understanding customer pain points and a commitment to delivering solutions that exceed expectations.
- Analytical Thinking: Skill in diagnosing root causes, identifying patterns, and proposing systematic improvements.
- Team Collaboration: Comfortable working in cross‑functional squads, sharing knowledge, and contributing to a culture of continuous learning.
- Adaptability: Thrive in a dynamic startup environment where priorities shift rapidly and new challenges emerge daily.
- Time Management: Ability to juggle multiple tickets, internal projects, and documentation tasks without sacrificing quality.
Career Growth & Learning Opportunities
nexawork invests heavily in the professional development of its team members. As a Customer Support Associate, you will have access to:
- Mentorship from senior engineers and product leaders who will help you deepen your technical expertise.
- Regular training workshops on advanced support methodologies, SaaS product knowledge, and industry trends.
- Opportunities to transition into specialized roles such as Customer Success Manager, Technical Support Engineer, or Product Analyst as you demonstrate mastery and ambition.
- Attendance at industry conferences, webinars, and networking events that broaden your perspective on manufacturing technology.
- A clear performance‑based promotion pathway, with transparent criteria and frequent feedback loops.
Work Environment & Culture at nexawork
Our culture is built on three pillars: Impact, Collaboration, and Balance.
- Impact: Every employee’s work directly influences the company’s trajectory. You will see the tangible results of your efforts in real‑time product improvements and satisfied customers.
- Collaboration: We operate as a tightly knit, cross‑functional team. Regular stand‑ups, brainstorming sessions, and virtual coffee chats keep us aligned and supportive.
- Balance: While we move fast, we recognize the importance of personal well‑being. Our unlimited PTO policy, flexible schedules, and remote‑first mindset ensure you can recharge and maintain a healthy work‑life integration.
Whether you choose to work from home, a co‑working space in Chicago, or any other location that fuels your productivity, you will be part of a community that celebrates diversity, encourages curiosity, and rewards initiative.
Compensation, Perks & Benefits
- Competitive Salary: $40,000 – $50,000 annually, commensurate with experience and expertise.
- Unlimited Paid Time Off: Minimum two weeks, with the flexibility to take additional time as needed.
- Health & Wellness: Comprehensive medical, vision, and dental coverage.
- Retirement Savings: 401(k) plan with company matching contributions.
- Flexible Work Schedule: Choose a fully remote arrangement or split your week between home and our modern co‑working hubs in Chicago or Charlotte.
- Professional Development Stipend: Annual budget for courses, certifications, or conferences.
- Team‑Building Activities: Virtual happy hours, quarterly off‑sites, and community service initiatives.
Who Will Thrive in This Role?
If you love solving puzzles, enjoy interacting with people, and are energized by a fast‑moving startup atmosphere, you’ll find a home at nexawork. The ideal candidate is organized, communicative, and eager to take ownership of every ticket, no matter how small. You should be comfortable wearing multiple hats, from troubleshooting technical glitches to crafting clear documentation for future reference.
Conversely, if you prefer solitary work, dislike rapid change, or feel uncomfortable engaging with customers on a regular basis, this role may not align with your strengths.
How to Apply
Ready to make a meaningful impact on the manufacturing industry while advancing your career in customer support? We’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re excited about the opportunity at nexawork.
Apply Now – Join the nexawork Team!
Closing Statement
At nexawork, you’ll join a marathon‑mindset organization that values long‑term success over short‑term wins. Our team is composed of top‑tier talent, each driven by a shared vision to transform how manufacturers operate. By becoming our Customer Support Associate, you’ll play a crucial role in delivering that vision to our customers, building lasting relationships, and shaping the future of industrial technology. Take the next step in your career—apply today and help us redefine the standards of manufacturing excellence.
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