Customer Support Associate

Jawnt

Philadelphia (Philadelphia County)

On-site

USD 60,000 - 75,000

Full time

14 days+

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Job summary

A Philly-based startup is seeking a Customer Support Associate to assist commuters with their benefits and transit issues. This entry-level role requires strong communication skills and empathy, while managing a high volume of inquiries. It begins as a contract with a transition to a full-time position, offering a competitive salary. Ideal candidates are organized, dependable, and thrive in a collaborative atmosphere.

Qualifications

Natural helper excited about customer support.
Effective communicator under pressure.
Dependable and organized in a fast-paced environment.

Responsibilities

Respond to customer inquiries via chat, email, and phone.
Troubleshoot issues with transit cards and Jawnt Pass.
Document issues clearly for the right team.

Skills

Customer service

Communication

Problem-solving

Empathy

Organizational skills

Tools

Intercom

Aircall

Linear

Job description

Join to apply for the Customer Support Associate role at Jawnt.

Jawnt is a Philly-founded startup on a mission to make commuting easier, more affordable, and more sustainable. We partner with universities, healthcare systems, governments, and enterprise organizations to help their people get to work reliably, affordably, and with less impact on the planet.

We believe getting to work shouldn’t be the hardest part of your day. Behind every bus ride, train tap, or bike share is a person just trying to get where they need to go, and we’re here to make that simple. Jawnt is trusted by the Commonwealth of Pennsylvania, The City of Philadelphia, Penn and Penn Medicine, and other major employers to power the way their people move.

We’re a Philly company through and through, operating out of Bond Collective in Suburban Station (yes, right above the trains). Our team is full of people who genuinely care about cities, public transit, and helping others.

The Role

You’ll be the human face of Jawnt: the person commuters talk to when they need help enrolling in their benefits, getting their card to work, or even figuring out how to ride the bus for the first time. This role is key to our daily operations and requires responding to a high volume of messages and phone calls daily. You’ll bring empathy, attention to detail, and a sense of ownership to every conversation. This is a Philadelphia-based, in-person role. It begins as a 3‑month contract‑to‑hire trial, with the goal of transitioning into a full‑time, salaried position ranging from $60,000 to $75,000.

Responsibilities

Respond quickly and kindly to customer questions via chat, email, and phone
Troubleshoot issues with Jawnt Pass and transit cards, including activations, declined transactions, balance discrepancies, and replacement requests
Track, document, and elevate issues clearly to the right team
Handle multiple conversations at once while maintaining accuracy and composure
Offer tech support to a diverse array of riders
Share feedback with our team to help improve the Jawnt experience
Represent Jawnt with empathy, curiosity, and pride, helping riders feel seen and supported

Qualifications

A natural helper who finds joy in making someone’s day easier
Just as interested in helping a grandparent copy/paste as you are understanding debit card authorization logic
Clear, calm, and confident in communication, even under pressure
Organized, dependable, and ready to take ownership
Energized by working in a fast‑paced startup where no two days are the same
Comfortable using tools like Intercom, Aircall, and Linear
Based in Philadelphia and excited to work in person with a collaborative, mission‑driven team

Bonus Points