About Guidebook
Guidebook is the leading mobile app platform for events and engagement with a strong focus on higher education. Universities and colleges use Guidebook to run admissions events, orientation programs, and campus engagement to bring their student communities together. We are an ambitious team building a category-defining product, and we love working with people who care about education, technology, and bringing people together.
About the job
We are looking for a Customer Support Representative to own frontline support. In this role, you will troubleshoot issues and serve as a calm, capable voice when our customers need it most.
A great Customer Support Representative is a true product expert who enjoys sharing their knowledge & creativity to drive customer retention. They find satisfaction in solving a hard ticket, in making a frustrated customer feel heard, and fine-tuning our AI-first operations to deliver consistently great customer experiences.
Please note: A short video is required with your application. See the “What to provide with your application” for details.
Key responsibilities
Technical Support – Own a queue of customer tickets, hopping on a phone/video call when needed, resolving issues, escalating thoughtfully, and writing clear, warm responses
Product Expertise – Become fluent in Guidebook’s Builder CMS and the broader product suite
Customer Advocacy – Identify trends in the customer experience and surface opportunities for improvement to Product and Engineering
Weekend Support – Monitor the queue for critical issues on assigned weekends
AI Optimization – Improve our AI tooling by evaluating its answers, maintaining documentation, and giving feedback to make it better
Your first 12 months
Within 3 months, you’ll:
Achieve a strong working knowledge of our customer base, Guidebook’s Builder CMS, and our AI tools so you own the queue of customer tickets – resolving the majority without escalation
Build collaborative relationships across Customer Success, Sales, Product, and Engineering
Within 6 months, you’ll:
Be a resident expert on our platform across customer use-cases and make meaningful improvements to the documentation informing our AI tools
Advocate for customers by translating issues & insights into actionable recommendations
Within 12 months, you’ll:
Be an EDU domain expert
Serve as a consultative advisor to drive customer success
About you
You are genuinely curious about how things work. When something breaks, your instinct is to figure out why and pursue a real solution. You are comfortable working with all clients: from the most tech-minded & forward-thinking, to those using a smartphone for the first time. You are excited about making our AI tooling smarter, with a good instinct for when a human conversation matters more than an automated one.
Characteristics of the ideal candidate
1+ years of professional experience in SaaS support, customer success, or similar customer-facing role
Outstanding written and verbal communication skills
High attention to detail and strong organization skills
Exceptional time & task management across multiple systems and tools
Skilled at collaborating with a remote team working across multiple time zones
Experience with the following tools is a plus, but not required: Zendesk, Fin (Intercom), Claude, Slack, Jira, Salesforce, and any modern CMS
Familiarity with the events industry, higher education space is a plus, but not required
Compensation
Annual On-Target Earnings (OTE): $50,000-$55,000 depending on experience, with variable based on support and business performance
Perks
100% paid benefits: medical, dental, and vision
Short-term and long-term disability
Unlimited vacation time
401(k) program with matching benefits
Stock options
Awesome company culture and fun virtual hangouts
MacBook and accessories to make you comfortable working from home
Awesome annual company retreats
What to provide with your application
Resume
Cover letter
A video no longer than 5 minutes with the following:
State your name, the role you’re applying for, and the company you’re applying to
Tell us what drew you to this role and our mission
Tell us about a customer interaction you are especially proud of. What was the situation, and how did you help the customer?
What is a school event, conference, or other event experience you will never forget? What made it great?
Equal Opportunity Employer
At Guidebook, we're committed to cultivating an inclusive work environment for everyone – and we know that's best achieved, in part, with a diverse workforce. We're working on increasing diversity across the company. If you're looking to join a team that is smart, highly motivated, and also values work/life balance, we can't wait to hear how you can add to our growing culture!
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
1+ year of SaaS support, customer success, or similar customer-facing experience; excellent written and verbal communication, organization, detail orientation, time management, and remote collaboration skills.
Key Responsibilities
- resolving issues
- advocating customers
- optimizing AI
Skills & Tools
Zendesk, Fin (Intercom), Claude, Slack, Jira, Salesforce, Guidebook Builder CMS
Job Details
- Category: Customer Service
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — United States or Raleigh
- Salary: USD 50,000 – 55,000 / year
- Languages: English
Benefits
- 401k matching
- Generous paid time off
- Retirement plan
About Guidebook
A mobile app platform that helps educational institutions manage events and engage their communities. — Industry: Information Technology