Customer Support Specialist

Endex; Greater London; Vor Ort; GBP 30.000 - 42.000; Vollzeit

Benefits dieser Stelle

Health & Dental Insurance

Monthly Wellness Stipend

401K Matching

Zusammenfassung

Endex is seeking a Customer Support Specialist to manage the support queue, deliver first responses, and guide customers toward clear solutions. The role emphasizes thorough problem reproduction, context gathering, and timely updates to customers while routing complex issues to Technical Support Engineers.

Ideal candidates will show a strong customer-service instinct, precise written communication, and the ability to prioritize a busy queue.

Qualifikationen

• Demonstrated customer service mindset and outcome-focused approach.
• Clear written and verbal communication.
• Patient in troubleshooting and asking questions before assumptions.
• Strong organization and queue management.
• Ability to prioritize a busy support queue and maintain updates.

Aufgaben

• Own first response and triage chat and email by urgency.
• Reproduce known issues and explain workflows.
• Gather context and steps to investigate issues.
• Escalate with context to Technical Support Engineers.
• Improve self-service content from recurring answers.

Kenntnisse

Customer Service Instinct

Clear Communicator

Patient Investigator

Reliable Organization

Clear Case Management

Ticketing tools

Tools

Ticketing tools

Jobbeschreibung

Who We Are

Endex builds AI agents that handle complex, end-to-end work for the world's most demanding teams. Today we're deployed across leading financial institutions and Fortune 500 companies, embedded in the tools and workflows they rely on. We operate at the frontier of agentic knowledge work, partnering closely with top AI research labs and backed by the OpenAI Startup Fund. We're on a mission to build the most capable digital coworker in the world.

About the Role

Location: New York City (Primary), Denver, Chicago, Singapore (APAC), London, San Francisco, Austin, Los Angeles
Commitment: 5 Days In-Person

We're looking for someone who takes a customer question seriously and follows through with a clear, useful answer.

As a Customer Support Specialist at Endex, you'll own the support queue and first response to product questions. You'll troubleshoot known issues, maintain clear customer updates and route deeper failures to Technical Support Engineers with reproducible context. CSMs remain accountable for broader account adoption and health.

Your Key Responsibilities

• Own First Response: Triage chat and email requests by urgency and customer impact, keeping response and follow-up commitments clear.

• Resolve Product Questions: Reproduce known issues, explain supported workflows and provide accurate guidance or a safe workaround.

• Gather Good Evidence: Capture steps, context and examples needed to investigate an issue.

• Escalate with Context: Give technical owners the user impact, reproduction steps and relevant environment details while keeping the customer informed.

• Improve Self-Service: Turn recurring answers into useful help content.

What We're Looking For

• Customer Service Instinct: You care about getting someone to a useful outcome.

• Clear Communicator: You write accurately and keep explanations straightforward.

• Patient Investigator: You ask questions before assuming the cause.

• Reliable Organization: You manage a queue and follow through on promised updates.

• Clear Case Management: You can prioritize a busy support queue, write useful customer updates and keep a case moving through resolution.

Nice to Have

• Software support experience

• Familiarity with ticketing tools

• Experience with ticketing systems, service-level targets and knowledge-base documentation

Full-Time Benefits

• Health & Dental Insurance

• Monthly Wellness Stipend

• 401K Matching