About skillspath
skillspath 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 SaaS platform that reduces operational costs, enhances real‑time visibility, and drives unprecedented efficiency across the supply chain. After a successful Series A funding round, we are scaling rapidly, expanding our product suite, and building a world‑class team that will shape the future of industrial technology. At skillspath, every employee is a critical contributor to a bold vision, and we pride ourselves on fostering an environment where innovation, collaboration, and personal growth thrive.
Why This Role Matters
As a Customer Support Associate at skillspath, you will be the frontline advocate for our customers, translating complex technical concepts into clear, actionable guidance. You will partner closely with engineering, sales, and customer success teams to ensure that every user experience is smooth, informed, and delightful. Your ability to diagnose issues, prioritize escalations, and communicate solutions will directly influence customer satisfaction, product adoption, and the overall reputation of skillspath in the manufacturing sector.
Key Responsibilities
- Respond promptly to inbound customer inquiries via email, HubSpot support portal, and occasional phone calls, delivering accurate and courteous assistance.
- Collaborate with internal sales and customer success teams to guarantee that pilot programs and existing accounts receive seamless support throughout their lifecycle.
- Investigate, document, and escalate technical bugs or product questions to the engineering team, ensuring timely resolution and clear follow‑up communication.
- Utilize Notion and other knowledge‑base tools to maintain up‑to‑date internal processes, FAQs, and troubleshooting guides.
- Track and analyze support metrics, identifying trends that inform product improvements and proactive customer outreach.
- Educate customers on best practices, feature usage, and new releases, helping them extract maximum value from the skillspath platform.
- Participate in cross‑functional meetings to relay customer feedback, champion user‑centric enhancements, and contribute to continuous improvement initiatives.
Essential Qualifications
- Problem‑Solving Acumen: Demonstrated ability to synthesize information from multiple sources, isolate root causes, and propose clear, actionable solutions.
- Customer Service Experience: Minimum of 1–2 years in a customer‑facing role, preferably within a SaaS or technology‑focused environment.
- Technical Agility: Comfort learning new software tools quickly, with a proven track record of adapting to evolving platforms and workflows.
- Communication Excellence: Strong written and verbal communication skills, with an emphasis on clarity, empathy, and professionalism.
- Organizational Skills: Ability to manage multiple tickets, prioritize tasks, and maintain meticulous notes that facilitate seamless handoffs.
Preferred Qualifications
- Experience working with CRM or ticketing systems such as HubSpot, Zendesk, or similar platforms.
- Familiarity with manufacturing processes, supply‑chain terminology, or industrial software ecosystems.
- Exposure to collaborative tools like Notion, Confluence, or Airtable for knowledge management.
- Previous involvement in a fast‑paced startup environment where rapid iteration and cross‑functional teamwork are the norm.
Core Skills & Competencies
- Customer Empathy: Ability to listen actively, understand pain points, and respond with genuine concern.
- Analytical Thinking: Proficiency in diagnosing issues, interpreting data, and recommending improvements.
- Team Collaboration: Comfortable working alongside engineers, product managers, and sales professionals to achieve shared goals.
- Adaptability: Thrive in a dynamic environment where priorities shift quickly and new challenges emerge daily.
- Self‑Motivation: Proactive attitude with a “get‑things‑done” mindset; no task is too small or too large.
Career Growth & Learning Opportunities
skillspath is committed to investing in the professional development of its team members. In this role, you will have access to:
- Mentorship from senior engineers and product leaders who will share industry insights and technical expertise.
- Structured training programs on SaaS product fundamentals, advanced troubleshooting techniques, and customer success strategies.
- Opportunities to transition into specialized roles such as Customer Success Manager, Technical Support Engineer, or Product Analyst as you demonstrate mastery and ambition.
- Regular participation in industry webinars, conferences, and internal “lunch‑and‑learn” sessions that keep you abreast of emerging trends in manufacturing technology.
Work Environment & Culture at skillspath
Our culture is built on three pillars: impact, collaboration, and balance. As a Series A funded startup, every team member’s contribution directly influences the company’s trajectory. We celebrate bold ideas, encourage cross‑functional collaboration, and recognize that sustainable success comes from a healthy work‑life equilibrium. Whether you choose to work fully remote, split your time between a co‑working space in Charlotte, or join us in our Chicago office, you will find a supportive community that values transparency, autonomy, and continuous learning.
Compensation, Perks, & Benefits
- Competitive Salary: $40,000 – $50,000 USD, commensurate with experience and expertise.
- Unlimited PTO: Minimum two weeks of paid time off, with an open vacation policy that encourages you to recharge.
- Flexible Work Arrangement: Choose fully remote work or a hybrid model with access to co‑working locations in Charlotte or downtown Chicago.
- 401(k) Plan: Company‑matched retirement savings to help you build long‑term financial security.
- Comprehensive Health Coverage: Medical, vision, and dental insurance plans designed to keep you and your family healthy.
- Flexible Schedule: Ability to adjust your working hours to accommodate personal commitments while meeting business needs.
- Regular team‑building events, virtual happy hours, and an inclusive culture that celebrates diversity and individuality.
Who Will Thrive in This Role?
If you are passionate about helping customers succeed, enjoy solving complex problems, and thrive in a fast‑moving, collaborative environment, skillspath offers the ideal platform for you to make a tangible impact. You should be comfortable interacting with people daily, possess strong organizational habits, and relish the opportunity to wear multiple hats—from troubleshooting technical issues to educating users on best practices.
Application Process
Ready to join a visionary team that is redefining manufacturing technology? We’d love to learn more about your experience, motivations, and career aspirations. Click the link below to submit your application and take the first step toward a rewarding career with skillspath.
Apply Now – Become a Customer Support Champion at skillspath!
Apply for this job