Customer Support Associate

City Hive Inc.; New York (NY); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Comprehensive benefits

Generous PTO

Job summary

A rapidly growing SaaS company in New York is seeking a Customer Support Associate. In this role, you will engage with customers via email, chat, and phone to resolve software-related inquiries while fostering a positive user experience. Ideal candidates have over 2 years of support experience and excel in a fast-paced, collaborative environment. You'll contribute to product enhancements by identifying user issues and suggesting improvements. Competitive salary, performance bonuses, and benefits are offered.

Qualifications

• 2+ years of customer support experience ideally in a fast-paced environment.
• Familiarity with project management or support tools is a plus.

Responsibilities

• Respond to customer inquiries regarding software issues.
• Learn software functionalities to guide users effectively.
• Communicate customer feedback to product teams.
• Identify and suggest improvements for recurring issues.

Skills

Excellent interpersonal and customer service skills

Strong verbal communication

Problem-solving abilities

Team-oriented mindset

Job description

Customer Support Associate

Full-time | Support | NYC

We are one of the fastest growing SaaS companies in the United States. We unite the Three-Tier system in a whole new way by connecting retailers to wholesalers, distributors and suppliers, using the City Hive platform.

We’re hiring a Customer Support Associate to join the customer service department of our growing software company. The ideal candidate enjoys breaking down complex concepts, thrives on helping others succeed, and takes pride in delivering thoughtful, high-quality support. You’ll work closely with customers and internal teams to ensure a seamless and positive user experience.

We offer a competitive salary, performance bonuses, comprehensive benefits, and generous PTO.

What You’ll Do

• Respond to customer inquiries via email, chat, and phone regarding software and computer-related issues
• Learn our software inside and out—including backend functionality—to confidently guide users toward their goals
• Walk customers step-by-step through workflows and solutions with clarity and empathy
• Identify recurring issues and trends, suggest improvements, and help automate support processes
• Communicate customer feedback and insights to product and development teams
• Collaborate with the development team on ideas for product updates and enhancements
• Maintain a consistently high level of courteous, professional customer service

What We’re Looking For

• 2+ years of customer support experience ideally in a fast-pace or high-growth environment
• Excellent interpersonal and customer service skills
• Strong verbal communication and problem-solving abilities
• Comfortable working in a fast-paced, collaborative environment
• A proactive, team-oriented mindset with leadership potential
• Familiarity with project management or support tools is a plus
• If you enjoy making complex things feel simple—and helping people feel supported every step of the way—we’d love to hear from you.

To apply, please submit your resume and a cover letter detailing your relevant experience and how you meet the qualifications outlined above.

Who are we

City Hive is a dynamic and rapidly growing SaaS company revolutionizing commerce by simplifying technical complexity. We serve thousands of customers nationwide and are expanding both vertically within our primary industry and horizontally into new sectors.

We embrace an impact management approach where individuals can make significant technical contributions across our product ecosystem. We’re serious about transforming retail, distribution, and production value chains by making advanced technology accessible to businesses of all sizes.