Customer Support Associate

United States Digital Space LLC; Nashville (TN); On-site; USD 25,000 - 32,000; Full time

Benefits offered by this job

Learning and development allowance

Equity compensation

Medical, dental, vision coverage

Fertility and parental support

Flexible PTO

Wellness stipend

Job summary

United States Digital Space LLC in Nashville, TN is seeking a Customer Support Representative I to join early in the Nashville office, delivering fast, empathetic omnichannel support by email, chat, and phone. You will resolve high-volume inquiries, work with AI-driven tools, and escalate when needed, partnering with Shared Services and Product to surface pain points as the team grows.

This role emphasizes ownership, problem-solving, and a bias for action in a fast-paced SaaS environment with

Qualifications

• 2+ years of experience in B2B customer support, customer success, or technical support, SaaS environment preferred.
• Strong written and verbal communication skills with the ability to de-escalate frustrated customers.
• Comfortable navigating complex software ecosystems and using AI tools to move faster.

Responsibilities

• Drive resolutions for high-priority support requests from SMB and Mid-Market customers.
• Guide conversations across chat, email, and phone to set expectations and resolve issues.
• Own customer issues end-to-end and escalate when needed with cross-functional partners.
• Leverage AI tools to automate routine tasks while applying human judgment where it matters.
• Handle account setup, integration questions, billing issues, and compliance inquiries.
• Identify friction points and provide feedback to improve AI models and SOPs.

Skills

B2B customer support

SaaS experience

AI tools usage

Excellent communication

Problem solving

Tools

CRM systems

Job description

About the company

the company is building the data platform to power safe and fair decisions. Over 140,000 companies and millions of people rely on the company for AI verification in the moments that matter most: getting a new job, a new place to live, a car ride, childcare, even a date. Customers include Uber, Pennymac, Airbnb, Doordash, and Anthropic.

We’re a team that thrives on solving complex problems with innovative solutions that advance our mission. the company is recognized on Forbes Cloud 100 2025 List and is a Y Combinator 2024 Breakthrough Company.

About the team/role

This Customer Support Representative I role reports to the Senior Manager, Operations and will be among the first Customer Support agents in the company's Nashville office, providing fast, empathetic, omnichannel support across email, chat, and voice. You'll resolve a high volume of customer inquiries, troubleshoot issues with sound judgment, and act as a subject-matter expert who can handle escalations with minimal oversight. You'll partner closely with Shared Services on training, quality, and knowledge management, and with Product to surface recurring customer pain points, helping prove out the company's investment in scaled, high-quality support as the team grows alongside AI-driven tools.

What you’ll do

• Drive Resolutions: Resolve high-priority support requests from SMB and Mid-Market customers, using judgment to know when to solve versus elevate.

• Control the Conversation: Confidently guide customer interactions across chat, email, and phone, setting expectations, de‑escalating tension, and steering toward resolution.

• Take Radical Ownership: Act as the internal champion for your customers, seeing every issue through from first contact to full resolution, partnering with cross-functional teams when needed.

• Leverage AI Tools: Work alongside the company's AI-driven tools to automate routine tasks and catch when their answers are wrong, so you can focus your judgment where it actually matters.

• Own Technical & Compliance Depth: Handle account setup, integration questions, billing issues, and compliance questions (including FCRA), becoming the go‑to for complex, edge‑case requests.

• Identify friction points in the customer journey and help train and refine the AI models and SOPs your team relies on by providing feedback.

What you bring

• 2+ years of experience in B2B customer support, customer success, or technical support, SaaS environment preferred.

• Comfortable navigating complex software ecosystems and confident using AI tools to move faster, while catching when their output is wrong.

• Exceptional written and verbal communication skills, with the presence to control a conversation and de‑escalate a frustrated customer.

• A genuine problem‑solver's mindset: complex, ambiguous issues energize you rather than drain you, and you use SOPs as a guide, not a script.

• Curiosity about how our product, policies, and compliance requirements fit together, with a bias toward learning the why, not just the how.

• An A‑player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes.

Pay Transparency Disclosure

*We use geographic cost of labor as an input to develop ranges for our roles and as such, each location where we hire may have a different range. If this role is remote, we have listed the top to the bottom of the possible range, but we will specify the target range for an exact location when you are selected for a recruiting discussion. For more information on our compensation philosophy, seeour website**.*

On-target Earnings OR Base Salary range (Nashville, TN)

$18.27—$23.08 USD

What We Offer

• A fast-paced and collaborative environment

• Learning and development allowance

• Competitive cash and equity compensation, and opportunity for advancement

• 100% medical, dental, and vision coverage

• Up to $25K reimbursement for fertility, adoption, and parental planning services

• Flexible PTO policy

• Monthly wellness stipend

*At the company, we believe an in office work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO; San Francisco, CA; Nashville, TN; and Santiago, Chile. Individuals are expected to work from the office 3+ days a week. In‑office perks are provided, such as lunch five times a week, a commuter stipend, and an abundance of snacks and beverages. A relocation stipend may be available for those willing to relocate to a the company hub location.*

Equal Employment Opportunities at the company

*the company is committed to building the best product and company, which requires hiring talented and qualified individuals with a diverse set of perspectives and lived experiences. the company believes in hiring people of all backgrounds, including those whose histories are impacted by the justice system in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.*

Applicant Privacy Policy

If you are a California resident or are located in Alberta or British Columbia, our Applicant Privacy Policy applies to our collection and processing of your personal information when you apply for a role with us or otherwise participate in our recruitment process.

For applicants in Massachusetts:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

**Legitimate the company emails will always include our official domain name after the @ symbol (e.g., [e-mail] or [e-mail]).*