Customer Support & Experience Advocate

Reframe; Alpharetta (GA); On-site; USD 40,000 - 60,000; Full time

Job summary

Reframe is seeking a Customer Support Specialist to help users cut back or quit drinking by delivering empathetic, clear guidance across email, in-app chat, and other channels. You will troubleshoot app issues, track trends, and work with product, engineering, and coaching teams to continually improve the user experience.

The role suits someone who loves helping people, communicates well, and thrives in a fast-paced, mission-driven environment.

Qualifications

• Must love helping people and solving issues
• Thrives in a fast-paced, mission-driven setting
• Excellent written and verbal communication skills
• Strong problem-solving and clarity skills
• Tech-savvy with ability to learn new tools quickly
• Organized, dependable, and strong follow-up

Responsibilities

• Respond to customer inquiries via email, in-app chat, and other channels with empathy and clarity
• Troubleshoot technical issues and communicate solutions effectively
• Track common issues and help identify trends to improve the product
• Collaborate with product/engineering to relay user feedback and improve the experience
• Advocate for the customer across internal teams and maintain knowledge bases
• Join team meetings and contribute ideas to enhance Reframe
• Represent the voice of the customer in cross-functional discussions

Skills

Empathy

Excellent communication

Problem-solving

Tech-savvy

Written & verbal

Team collaboration

Emotional intelligence

Job description

Reframe is seeking a Customer Support Specialist to help users cut back or quit drinking by delivering empathetic, clear guidance across email, in-app chat, and other channels. You will troubleshoot app issues, track trends, and work with product, engineering, and coaching teams to continually improve the user experience.

The role suits someone who loves helping people, communicates well, and thrives in a fast-paced, mission-driven environment.