Customer Support Specialist

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

About Reframe

Reframe is the #1 app to help people cut back or quit drinking by combining neuroscience, psychology, and real human support. We're on a mission to help millions transform their relationship with alcohol and live more empowered, connected, and fulfilling lives.

At Reframe, we believe recovery and transformation look different for everyone and so does great support. That's where you come in.

About the Role

We're looking for a Customer Support Specialist who doesn’t just answer tickets , you solve problems, bring empathy, and make someone’s day better with every interaction. This role is perfect for someone who loves their job, thrives on helping others, and feels energized by the small wins that create big impact.

As a core member of our support team, you'll be on the frontlines of the Reframe experience : answering user questions, troubleshooting app issues, and ensuring every Reframer feels heard and supported. You'll also work cross-functionally with product, engineering, and coaching teams to continuously improve our platform and user experience.

What You’ll Do

• Respond to customer inquiries via email, in-app chat, and other support channels with empathy, clarity, and efficiency
• Troubleshoot technical issues, bugs, and user concerns and communicate solutions clearly
• Track common issues and flag trends to help improve the platform experience
• Collaborate with product and tech teams to escalat user feedback and find better solutions
• Serve as the voice of the customer, advocating for their needs across internal teams
• Maintain internal knowledge bases and help docs
• Jump into team meetings and contribute ideas for how we can make Reframe even better

You’re a Great Fit If You

• LOVE HELPING PEOPLE
• Thrive in a fast-paced, mission-driven environment
• Are an excellent communicator (written and verbal) with high emotional intelligence
• Are a natural problem-solver who loves untangling confusion and creating clarity
• Are tech-savvy and quick to learn new tools and systems
• Are organized, dependable, and responsive, your follow-up game is strong
• Take initiative and own your work, but love collaborating as part of a team
• Feel energized working at the intersection