Customer Success Specialist

Phx Fwd; Scottsdale (AZ); On-site; USD 55,000 - 60,000; Full time

Benefits offered by this job

Health, dental, and vision

Unlimited PTO

401(k) with company match

Job summary

Stax.ai, based in Scottsdale, AZ, is hiring a Customer Success Specialist to join the on-site team and support our CX product. You’ll read and resolve customer inquiries, reproduce issues, and write clear bug reports while coordinating with engineering and other teams.

The role offers hands-on learning of retirement-plan tech and a path to hybrid work after training. We train you in product understanding and customer communication; you’ll own the Help Center and help customers achieve quick,

Qualifications

• Strong written communication for customers who are frustrated and busy.
• Real curiosity about how things work and patience with complex issues.
• Familiarity with AI tools like Claude or ChatGPT; eager to learn fast.
• Follow-through discipline; threads span days.
• Comfort with spreadsheets and data analysis for support questions.
• Available to work on-site in Scottsdale during training period.

Responsibilities

• Own and resolve inbound conversations across chat and email in Intercom.
• Investigate issues yourself; reproduce, check data, identify root cause before escalation.
• File clear bug reports and feature requests in Linear with required details.
• Coordinate with account management, Trust Accounting, and engineering in Slack.
• Own the Stax.ai Help Center: write new articles and update existing ones.
• Manage email follow-through on multi-day issues.

Skills

Strong writing

Curiosity

AI tools

Follow-through

Spreadsheets

On-site training

Tools

Intercom

Linear

Job description

Customer Success Specialist

Location: On Site

Full-time: $55,000 - $60,000 (Annual Salary)

Customer Support Specialist

Stax.ai · Scottsdale, Arizona · On-site, transitioning to hybrid · Full-time · Entry level

About Stax.ai: builds AI-powered software for third-party administrators and retirement plan professionals. Our two products — Client Experience (CX) and Trust Accounting (TA) — automate the document processing, statement reconciliation, and plan data work that TPAs have historically done by hand. We're a venture-backed startup based in Scottsdale, backed by AZ-VC and Neotribe, with over 70 TPAs on the platform covering more than 120,000 plan sponsors. Small team, real customers, and a lot still being built. What you do here is visible. Our customers are plan administrators, consultants, and operations teams at retirement firms across the country. When they contact support, they're usually mid-task on something that has a deadline attached. Getting them a real answer quickly matters.

About this role

Support is where most of our customers actually experience Stax.ai, and this role owns it. You'll work on our client success team, supporting our industry leading CX Product. Not triage it, not route it — own it. That means reading the question, understanding what's actually happening in the product, investigating it yourself, and resolving it directly with the customer. You'll work alongside our Trust Accounting specialist, who owns the TA side, and escalates to engineering only when something genuinely requires code. This is an entry-level role, and we mean that. We're not expecting you to walk in knowing retirement plan administration or our product — we'll teach you both. What we can't teach is the instinct to dig into a hard problem instead of passing it along. If that's how you're wired, the rest is learnable. You'll also own our Help Center. Our documentation needs real attention, and the person answering the questions is the right person to write the answers.

What you'll do

• Own and resolve inbound customer support conversations across chat and email in Intercom
• Investigate issues yourself — reproduce them, check the data, understand the root cause before escalating
• File clear, well-documented bug reports and feature requests in Linear, with the detail engineers actually need
• Coordinate with account management, Trust Accounting, and engineering in Slack
• Own the Stax.ai Help Center: write new articles, update stale ones, and close documentation gaps you find in your own ticket queue
• Manage email follow-through on multi‑day issues so nothing goes quiet on a customer
• Use AI tooling (Claude, ChatGPT, Intercom's AI features) as a genuine part of your workflow — for drafting, research, and working through unfamiliar problems faster
• Flag patterns to product and leadership when the same issue keeps surfacing

Required

• Strong written communication. Most of this job is writing clearly to people who are frustrated and busy
• Real curiosity about how things work, and the patience to sit with a problem you don't immediately understand
• Comfort with AI tools like Claude or ChatGPT — or genuine eagerness to learn them fast
• Follow-through discipline. Email threads that stretch across days are a real part of this role
• Comfort with spreadsheets and data. A lot of support questions come down to reading a file correctly
• Available to work on-site in Scottsdale during the training period

Nice to have

• Any prior experience in customer support, customer success, or a customer-facing role
• Exposure to retirement plans, 401(k) administration, TPA operations, or financial services
• Hands‑on experience with Intercom, Linear, or comparable tools
• Documentation or technical writing experience

You'll probably enjoy this role if

• You'd rather resolve five tickets properly than route twenty
• You like writing documentation, or at least don't dread it
• You're already using AI tools without being told to
• You want to learn a complex product deeply rather than skim the surface of an easy one
• You want early‑stage responsibility rather than a narrow seat at a big company

Location and schedule

This role starts on‑site in Scottsdale, Arizona. Support work is contextual — you learn the product and the customer base much faster sitting next to the people who built it. Expect roughly the first 30–60 days in the office.

After the training period, the role transitions to a hybrid schedule of 3 days per week in office.

We're not able to consider fully remote candidates for this position.

Compensation and benefits

• Base salary: $55,000 – $60,000, depending on experience, plus performance bonus
• Health, dental, and vision coverage
• Unlimited PTO
• 401(k) with company match

Preferred Skills

• Customer Support
• Technical Writing
• Data Analysis
• AI Tools
• Retirement Plans

Stax.ai is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.