Customer Support Representative

Guidebook; Raleigh (NC); On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Disability insurance

Unlimited vacation

401(k) with matching

Stock options

Company retreats

MacBook provided

Job summary

Guidebook is seeking a Customer Support Representative to own frontline support for its education-focused platform. You will troubleshoot issues, respond warmly to customers, and build product expertise in Guidebook’s Builder CMS and suite.

The role includes weekend coverage and opportunities to influence product and AI tooling to improve customer experience. Ideal candidates have 1+ years in SaaS support, outstanding communication, and ability to collaborate across remote teams.

Qualifications

• 1+ years of SaaS support or customer-facing work.
• Outstanding written and verbal communication skills.
• High attention to detail and strong organization.
• Excellent time and task management across tools.
• Experience collaborating with remote teams across time zones.
• Familiarity with Zendesk, Intercom, Claude, Slack, Jira, Salesforce, or a CMS.

Responsibilities

• Technical Support – Own a queue of customer tickets, resolving issues, and writing clear, warm responses.
• Product Expertise – Become fluent in Guidebook’s Builder CMS and the broader product suite.
• Customer Advocacy – Identify trends in the customer experience and surface opportunities for improvement to Product and Engineering.
• Weekend Support – Monitor the queue for critical issues on assigned weekends.
• AI Optimization – Improve our AI tooling by evaluating its answers, maintaining documentation, and giving feedback to make it better.

Skills

SaaS support

Customer-facing

Written communication

Time management

Remote collaboration

Multi-time zone teamwork

Tools

Zendesk

Intercom

Claude

Slack

Jira

Salesforce

CMS

Job description

About Guidebook

Guidebook is the leading mobile app platform for events and engagement with a strong focus on higher education. Universities and colleges use Guidebook to run admissions events, orientation programs, and campus engagement to bring their student communities together. We are an ambitious team building a category-defining product, and we love working with people who care about education, technology, and bringing people together.

About the job

We are looking for a Customer Support Representative to own frontline support. In this role, you will troubleshoot issues and serve as a calm, capable voice when our customers need it most.

A great Customer Support Representative is a true product expert who enjoys sharing their knowledge & creativity to drive customer retention. They find satisfaction in solving a hard ticket, in making a frustrated customer feel heard, and fine-tuning our AI-first operations to deliver consistently great customer experiences.

Please note: A short video is required with your application. See the “What to provide with your application” for details.

Key responsibilities

• Technical Support – Own a queue of customer tickets, hopping on a phone/video call when needed, resolving issues, escalating thoughtfully, and writing clear, warm responses

• Product Expertise – Become fluent in Guidebook’s Builder CMS and the broader product suite

• Customer Advocacy – Identify trends in the customer experience and surface opportunities for improvement to Product and Engineering

• Weekend Support – Monitor the queue for critical issues on assigned weekends

• AI Optimization – Improve our AI tooling by evaluating its answers, maintaining documentation, and giving feedback to make it better

Your first 12 months

Within 3 months, you’ll:

• Achieve a strong working knowledge of our customer base, Guidebook’s Builder CMS, and our AI tools so you own the queue of customer tickets – resolving the majority without escalation

• Build collaborative relationships across Customer Success, Sales, Product, and Engineering

Within 6 months, you’ll:

• Be a resident expert on our platform across customer use-cases and make meaningful improvements to the documentation informing our AI tools

• Advocate for customers by translating issues & insights into actionable recommendations

Within 12 months, you’ll:

• Be an EDU domain expert

• Serve as a consultative advisor to drive customer success

About you

You are genuinely curious about how things work. When something breaks, your instinct is to figure out why and pursue a real solution. You are comfortable working with all clients: from the most tech-minded & forward-thinking, to those using a smartphone for the first time. You are excited about making our AI tooling smarter, with a good instinct for when a human conversation matters more than an automated one.

Characteristics of the ideal candidate

• 1+ years of professional experience in SaaS support, customer success, or similar customer-facing role

• Outstanding written and verbal communication skills

• High attention to detail and strong organization skills

• Exceptional time & task management across multiple systems and tools

• Skilled at collaborating with a remote team working across multiple time zones

• Experience with the following tools is a plus, but not required: Zendesk, Fin (Intercom), Claude, Slack, Jira, Salesforce, and any modern CMS

• Familiarity with the events industry, higher education space is a plus, but not required

Compensation

• Annual On-Target Earnings (OTE): $50,000-$55,000 depending on experience, with variable based on support and business performance

Perks

• 100% paid benefits: medical, dental, and vision

• Short-term and long-term disability

• Unlimited vacation time

• 401(k) program with matching benefits

• Stock options

• Awesome company culture and fun virtual hangouts

• MacBook and accessories to make you comfortable working from home

• Awesome annual company retreats

Equal Opportunity Employer

At Guidebook, we're committed to cultivating an inclusive work environment for everyone – and we know that's best achieved, in part, with a diverse workforce. We're working on increasing diversity across the company. If you're looking to join a team that is smart, highly motivated, and also values work/life balance, we can't wait to hear how you can add to our growing culture!

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.