Customer Support Specialist

Spoks; Austin (TX); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Paid vacation

Company holidays

Insurance (medical, dental, vision)

401(k) match

Team offsites

Equipment provided

Job summary

Spoks is hiring for an Austin-based hybrid role where you’ll assist customers via chat, email and calls, learn the product, and explain it clearly. No prior tech support is required, and we welcome recent grads or those seeking part-time work to fit other commitments.

You’ll help improve our AI assistant Fin in Intercom, turn FAQs into helpful articles, and collaborate with Growth, Content, and engineering to make the product easier to use.

Qualifications

• Clear, friendly writing and confidence talking with people.
• You learn new software quickly and enjoy figuring out how things work.
• You are patient when someone is frustrated, ask useful questions and know when to get help.
• You're curious about AI and willing to learn how to use it well.
• Experience helping people in retail, hospitality, college, a club or a previous support job counts.

Responsibilities

• Help customers through chat, email and calls; understand the problem and resolve it.
• Investigate issues and pass bugs to engineering with clear notes and updates.
• Turn common questions into help articles and short product walkthroughs with the Content Producer.
• Help improve Fin, the AI assistant in Intercom; check its answers and improve its information.
• Share customer feedback with Growth, Content and engineering to improve the product and explanations.

Skills

Clear writing

Excellent communication

Customer empathy

Curiosity about AI

Learning agility

Patience

Problem solving

Active listening

Explain concepts

Team collaboration

Tools

Intercom

Fin

Claude

ChatGPT

Job description

You'll be someone merchants can count on when they need help with Spoks. Learn the product, listen to their questions and help them use email and SMS confidently. A clear answer and a friendly conversation can make a big difference to their day.

You don't need to have worked in tech support before. If you're finishing college, recently graduated or looking for a part-time role alongside other commitments, we'd like to hear from you. We can teach you the product and tools. Bring curiosity, patience and a way of explaining things that puts people at ease.

What you will do

• Help customers through chat, email and calls. Understand the problem, explain the next step and follow up until it's resolved.
• Investigate issues, pass bugs to engineering with clear notes and keep customers updated.
• Turn common questions into help articles and short product walkthroughs. Work with our Content Producer on tutorials and webinars.
• Help improve Fin, the AI assistant in our Intercom support tool. It uses our help content to answer customer questions. You'll check its answers, improve the information it draws from and step in when someone needs a person.
• Share what customers find confusing with Growth, Content and engineering so we can improve both the product and how we explain it.

What you will bring

• Clear, friendly writing and confidence talking with people. You listen carefully and explain things without making someone feel silly for asking.
• You learn new software quickly and enjoy figuring out how things work.
• You are patient when someone is frustrated, ask useful questions and know when to get help.
• You keep your promises, follow up and make sure questions don't get forgotten.
• You're curious about AI and willing to learn how to use it well. Previous AI experience isn't required.

Experience helping people in retail, hospitality, college, a club or a previous support job all counts. Shopify and email marketing knowledge is useful, but we'll help you learn those too.

Learning to work with AI

We'll teach you how to use Fin and tools such as Claude or ChatGPT to find information, prepare helpful answers and spot recurring questions. You'll learn to check their work against the product and recognize when a customer needs a personal reply. You don't need coding skills or an AI project to apply.

Hours and location

This role can be full-time or part-time, with a minimum commitment of 50% of a full-time schedule, normally 20 hours per week. We'll agree fixed working hours so customers and teammates know when you're available. This is an Austin hybrid role, with at least three office days each week; part-time shifts can be shorter.

Tell us about yourself

Introduce yourself and tell us about a time you helped someone understand or solve something. It could be from work, college or everyday life. What did they need, and how did you help?

During the interview, we'll work through a simple customer question together. We're interested in how you listen, explain and respond, not how much you already know about Spoks.

Why Spoks

Help build the challenger.

Entrepreneurs need powerful marketing they can afford and use without becoming software specialists. We're taking on Klaviyo and Mailchimp with email and SMS built for Shopify, a mobile app and AI that helps merchants get the work done.

Hundreds of paying stores already use Spoks, and we're growing fast. Our goal is 100,000 customers with a lean team. You'll work directly with our founder in Austin, own a meaningful part of that growth and have experienced colleagues in Norway and Poland to draw on.

Working at Spoks

This role is open to full-time and part-time applicants, with a minimum 50% commitment and fixed hours. We work hybrid in Austin, with at least three days together in the office each week.

The benefits below describe our full-time package. Part-time leave is prorated; insurance and retirement benefits depend on plan eligibility and agreed hours.

• 15 paid vacation days, 10 company holidays and 5 paid sick days each year.
• Medical, dental and vision insurance.
• A 401(k) employer match of up to 4% of eligible pay.
• Annual offsites with the whole team. Next up: Norway, with fjords, good food and time together. Sauna and a dip in the ice-cold sea are optional.
• Your work computer and the equipment needed for the role.

Your compensation

$60,000–$75,000 annual full-time equivalent. Your offer within the range reflects the experience and skills you bring to the work.

Part-time salary is prorated to your agreed hours. At 50%, the annual base salary is $30,000–$37,500.

Annual company performance bonus tied to net subscription ARR growth.

Bonus targets are agreed before the performance period. Equity may also be discussed as part of your offer.

Getting to know each other

How we hire.

• 01 Start with a conversation. The role, your experience and what you want to work on next.
• 02 Walk us through your work. Show us how you think. Depending on the role, we’ll discuss examples or work through a focused practical task together.
• 03 Meet the team. Talk specifics. Meet the people you’d work with and discuss responsibilities, compensation and the fit.

Lets get to know you