Customer Support Specialist
The opportunity
We are a well-funded GenAI startup leading the way in AI-driven innovations. Our cutting-edge AI solutions are revolutionizing the Home Services industry.
As we continue to scale rapidly, we’re looking for a thoughtful, detail-oriented Customer Support Specialist to join our growing team. This person will serve as the front line for customer questions, troubleshooting, and issue resolution ultimately making customers feel supported, heard, and unblocked. You’ll work closely with Customer Success and Engineering to ensure a smooth customer experience and identify areas for improvement. This is a great opportunity for someone who thrives in a fast-pace environment and enjoys helping others.
Key responsibilities
- Manage a high volume of inbound tickets and resolve issues in a timely, efficient manner
- Triage technical issues and work with Engineering via Jira to drive towards resolution
- Follow internal SLAs to ensure consistent, high-quality support
- Keep customers informed on ticket progress and follow up proactively
- Identify and document recurring issues to help inform product improvements
- Maintain internal and extern knowledge base
Qualifications
- 2-3 years of experience in customer support or a related role
- Highly organized and able to prioritize competing tasks
- Communicate clearly and empathetically, even under pressure
- Are comfortable using support and technical systems like Jira, Pylon, Hubspot or similar tools
- Enjoy solving problems and helping others succeed
About Lace
Our mission is to unlock revenue automation for businesses around the world. Lace is pioneering the next generation of AI-powered call center solutions, driving massive revenue gains for our customers.
Businesses in the home remodeling, HVAC, and Plumbing industries receive thousands of customer calls every day. Lace analyzes those calls and helps companies generate millions. We grew 2023 revenues 400% in the first 6 months of 2024.
Why join us?
- Join a rapidly growing company that is transforming industries and is at the forefront of AI innovation.
- Work in a collaborative, high-energy environment with a talented and passionate team.
- Competitive salary, equity options, and comprehensive benefits package.
- Opportunity to make a significant impact on our customers’ success and our company’s growth.
About the role
To achieve our ambitious goals and face the exponential growth in new clients and business, we need talented software engineers to join our small team and help meet the business and technical challenges ahead of us.
We need proactive, versatile, experienced and motivated engineers, who have a passion for solving business problems and can think on their feet. Our stack uses multiple modern technologies and AI models presenting numerous learning and growth opportunities. As part of our team of experienced and talented engineers, you’ll have a great impact on our business, products and tech.
Responsibilities
- Participate in the entire software development lifecycle
- Onboard new customers
- Design, build, evolve and maintain product features
- Develop deep understanding of the domain, the product and business opportunities
- Write scalable, performant, testable and maintainable code
- Participate in code reviews
- Stay up to date with latest developments in AI
Requirements
- Experience in Python, React, RDBMs, building distributed systems, data pipelines
- Experience with LLMs and other AI Models is a big plus
- Experience with Rust is a plus
- Experience with AWS, Azure
- 8+ years of relevant work experience
- Experience with agile processes, continuous delivery, and continuous integration
- Ability to multitask, organize, and prioritize work
- Exceptional integrity and work ethic
