Note: The job is a remote job and is open to candidates in USA. Guidebook is a mobile app platform for events and engagement, with a strong focus on higher education. The company is seeking a Customer Support Representative to provide frontline technical support, troubleshoot customer issues, advocate for product improvements, and optimize AI-powered support operations.
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
- 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
- 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
- Be an EDU domain expert
- Serve as a consultative advisor to drive customer success
Skills
- 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
Benefits
- Variable compensation based on support and business performance
- 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
- Remote work arrangement
Company Overview