Customer Support Specialist

Endex; New York (NY); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Health & Dental Insurance

Monthly Wellness Stipend

401K Matching

Job summary

Endex is seeking a Customer Support Specialist to own the support queue, respond to product questions, and triage issues with clear, timely updates.

You'll reproduce known issues, provide guidance, gather evidence, and escalate with context to Technical Support Engineers, while driving healthier customer adoption.

This full-time role emphasizes strong communication, organization, and the ability to manage a busy queue across multiple locations.

Qualifications

• Customer service instinct and desire for useful outcomes.
• Clear written communication with straightforward explanations.
• Patient investigator who asks questions before assuming causes.
• Reliable organization to manage a busy support queue and updates.
• Ability to keep cases moving toward resolution with clear updates.

Responsibilities

• Own First Response: Triage chat and email requests by urgency and impact with clear commitments.
• Resolve Product Questions: Reproduce known issues, explain workflows and provide guidance or safe workarounds.
• Gather Good Evidence: Capture steps, context and examples needed to investigate.
• Escalate with Context: Provide technical owners with user impact, reproduction steps and environment details.
• Improve Self-Service: Convert recurring answers into helpful content.

Skills

Customer service

Communication

Investigative skills

Organization

Case management

Ticketing tools

Tools

Ticketing systems

Job description

Who We Are

Endex builds AI agents that handle complex, end-to-end work for the world's most demanding teams. Today we're deployed across leading financial institutions and Fortune 500 companies, embedded in the tools and workflows they rely on. We operate at the frontier of agentic knowledge work, partnering closely with top AI research labs and backed by the OpenAI Startup Fund. We're on a mission to build the most capable digital coworker in the world.

About the Role

Location: New York City (Primary), Denver, Chicago, Singapore (APAC), London, San Francisco, Austin, Los Angeles
Commitment: 5 Days In-Person

We're looking for someone who takes a customer question seriously and follows through with a clear, useful answer.

As a Customer Support Specialist at Endex, you'll own the support queue and first response to product questions. You'll troubleshoot known issues, maintain clear customer updates and route deeper failures to Technical Support Engineers with reproducible context. CSMs remain accountable for broader account adoption and health.

Your Key Responsibilities

• Own First Response: Triage chat and email requests by urgency and customer impact, keeping response and follow-up commitments clear.

• Resolve Product Questions: Reproduce known issues, explain supported workflows and provide accurate guidance or a safe workaround.

• Gather Good Evidence: Capture steps, context and examples needed to investigate an issue.

• Escalate with Context: Give technical owners the user impact, reproduction steps and relevant environment details while keeping the customer informed.

• Improve Self-Service: Turn recurring answers into useful help content.

What We're Looking For

• Customer Service Instinct: You care about getting someone to a useful outcome.

• Clear Communicator: You write accurately and keep explanations straightforward.

• Patient Investigator: You ask questions before assuming the cause.

• Reliable Organization: You manage a queue and follow through on promised updates.

• Clear Case Management: You can prioritize a busy support queue, write useful customer updates and keep a case moving through resolution.

Nice to Have

• Software support experience

• Familiarity with ticketing tools

• Experience with ticketing systems, service-level targets and knowledge-base documentation

Full-Time Benefits

• Health & Dental Insurance

• Monthly Wellness Stipend

• 401K Matching