Customer Support Specialist

Pangram Labs Inc.; New York (NY); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical/dental/vision

401(k) with employer match

20 days PTO

Office lunch

Job summary

Pangram Labs in New York is seeking a Customer Support Specialist to be the first point of contact for customers, owning complex cases and building deep product expertise. You will manage daily tickets across email, chat, and other channels, troubleshoot issues, and proactively follow up to ensure full resolution and high customer satisfaction.

This role partners with Product, Engineering, and Sales to report trends, prioritize fixes, and scale a high-ownership support function at a fast-growing

Qualifications

• 1+ years of experience in a customer-facing role.
• Strong organizational skills and excellent attention to detail.
• Prior experience supporting technical or developer-facing products is a plus.
• Clear communication with strong written and verbal skills.
• Managed multiple priorities in a fast-paced environment.
• An interest in mentoring and future career development.

Responsibilities

• Own and resolve technical support cases with accuracy and empathy.
• Manage daily support tickets and customer inquiries across email, chat, and other channels.
• Troubleshoot issues, customer feedback, and product functionality; proactively follow up to ensure full issue resolution and high customer satisfaction.
• Identify trends in support requests and flag risks, product gaps, and improvement opportunities.
• Work with Product and Engineering to report, triage, and reproduce bugs, as well as prioritize and validate fixes.
• Build and maintain support systems, playbooks, internal documentation, and customer-facing content.
• Work with Sales to handle responses to customer compliance questionnaires, vendor onboarding forms, and procurement requests.

Skills

Customer-facing experience

Attention to detail

Strong communication

Multi-tasking

Mentoring interest

Job description

A Note on applying to Pangram

At Pangram, we firmly believe that genuine human expression, and our ability to communicate with each other online and through the written word, is a fundamental right- and a value worth preserving.

Please don't use AI to answer any of the questions as part of your application - we want to hear from you!

About Pangram Labs

Pangram Labs’ mission is to protect authenticity and preserve human connection in the context of the generative AI era. We build the world’s best AI detection systems. We publish research on state-of-the-art AI detection techniques and algorithms and build products to bring our technology into people's daily lives. We provide tools for individuals, institutions and companies to detect the use of AI in written content.

Pangram is a recognized thought leader in the space of AI detection. Our CEO & Co-founder Max Spero has been named as one of Time Magazine’s 100 Most Influential People in AI and Pangram has been named one of Time’s Best Inventions of 2026.

We are looking for high agency, mission-driven, and passionate builders to join our team!

About the Role

As a Customer Support Specialist at Pangram Labs, you to be the first point of contact for customers reaching out to Pangram for support. You will own complex support cases, build product expertise, and define the customer support function as we continue to scale. This role is ideal for someone who loves problem-solving, thrives in ambiguous, high ownership environments, and wants to develop their career at a fast-growing startup.

What You'll Do

• Own and resolve technical support cases with accuracy, speed, and empathy
• Manage daily support tickets and customer inquiries across email, chat, and other channels
• Troubleshoot issues, customer feedback, and product functionality; proactively follow up to ensure full issue resolution and high customer satisfaction
• Identify trends in support requests and flag risks, product gaps, and improvement opportunities
• Work with Product and Engineering to report, triage, and reproduce bugs, as well as prioritize and validate fixes
• Build and maintain support systems, playbooks, internal documentation, and customer-facing content
• Work with Sales to handle responses to customer compliance questionnaires, vendor onboarding forms, and procurement requests.

Qualifications

You are a great candidate for this role if you have:

• 1+ years of experience in a customer-facing role
• Strong organizational skills and excellent attention to detail
• Prior experience supporting technical or developer-facing products is a plus
• Clear communication with strong written and verbal skills
• Managed multiple priorities in a fast-paced environment
• An interest in mentoring and future career development

Benefits include

• Medical/dental/vision
• 401(k) with 100% employer match on first 4%
• 20 days PTO
• Office lunch