Customer Support Specialist

Cuttable; San Francisco (CA); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Equity

Market-rate pay

US Benefits Package

5 weeks PTO / annual leave

Birthday off

Paid parental leave

Offices in Melbourne, New York and San

Tech allowance

Job summary

Cuttable, an AI Creative Production System, is seeking a Customer Support Specialist in the US to be the first line of contact via Intercom, triaging and resolving platform, billing and account questions, and escalating complex issues to Engineering.

You'll also help build the documentation and knowledge base and cover weekend/out-of-hours shifts as we grow. This role is foundational to shaping Cuttable's support function.

Qualifications

• Experience in customer support, technical support, or a customer-facing SaaS role.
• Hands-on experience with a ticketing tool such as Intercom, Zendesk, or Freshdesk.
• Embrace AI and move faster; good judgment over manual doing.
• Comfortable with ambiguity and willing to create playbooks.
• Curious and willing to tackle unglamorous problems.

Responsibilities

• Triaging and resolving day-to-day platform, billing and account questions.
• Escalating real technical or product bugs to Engineering.
• Building the documentation and knowledge base for customers.
• Covering weekend and out-of-hours shifts on the support rota.

Skills

Customer support

Technical support

SaaS support

Intercom familiarity

Tools

Intercom

Zendesk

Freshdesk

Job description

Cuttable exists because creativity shouldn’t be what slows marketing teams down.

The world’s biggest advertising platforms demand more ads than most teams can produce. But production is still slow, expensive and built for a different era. Briefs pile up. Creative teams burn out. Marketers can’t keep up.

Cuttable fixes that.

We’re an AI Creative Production System that helps ecommerce brands create, test and launch ads across Meta, TikTok and Google at the volume the platforms actually reward.

More than 300 brands across North America and Asia Pacific already use Cuttable. We're backed by Square Peg, Rampersand and AirTree, following one of the largest seed rounds in Australian tech history. Offices in Melbourne and New York.

Our CEO and co-founder, Sam Kroonenburg, has built and scaled a global technology company before. Now we’re doing it again.

The role

$65,000 – $75,000 USD per year the range we reasonably expect to pay for this role at hire.

As Cuttable scales in the US, our customers need fast, reliable support — and right now, that coverage doesn't fully exist. That's this role.

You'll be the first point of contact for customer support queries via Intercom (and whatever ticketing tools we add as we grow), triaging and resolving day-to-day platform, billing and account questions, escalating real technical or product bugs to Engineering, and building the documentation and knowledge base that let customers solve simple problems themselves. You'll also cover weekend and out-of-hours shifts on the support rota, filling a real gap in coverage as we grow.

We're not looking for someone who just closes tickets. We want someone who treats every conversation as a chance to build trust in Cuttable, who knows the difference between a quick fix and the right one, and who's excited to help build the support function from the ground up as one of our first people in this role.

Done well, six months in:

• Customers get fast, genuinely helpful support, and it shows in your response times and satisfaction scores.
• The support rota has real, reliable coverage — a gap that existed before you started.
• Recurring issues are documented, escalated, or fixed at the root, not answered the same way every week.
• CSMs, Implementation Managers and AEs trust that anything you can't resolve gets to the right person fast.

Who we look for

We hire for values as much as experience, because mindset carries you through the parts no job description can predict. Here's what that looks like day to day at cuttable:

• Be Brave & Own It: you take smart risks and you own what happens next, good or bad. You own the outcome, not just the intention.
• Create Customer Magic: you listen hard enough to get to what customers actually need, not just what they said.
• Say It (With Care): You say the honest thing, directly, and with genuine care for the person hearing it.
• Progress Beats Perfection: you'd rather ship, learn, and improve than sit on something waiting for it to be flawless.
• Work Hard, Laugh Often: you take the work seriously. Never yourself.

We believe you'll succeed in this role if you have:

• Experience in customer support, technical support, or a customer-facing SaaS role, ideally supporting a self-serve or product-led product where speed and empathy both matter.
• Hands-on experience with a support/ticketing tool such as Intercom, Zendesk, or Freshdesk — Cuttable runs on Intercom day to day, but what matters most is how fast you get comfortable in whatever system we use, and your instinct for when to solve it yourself versus elevate.
• You embrace AI and every other tool that helps you move faster. Great judgment beats doing everything manually.
• You're comfortable with ambiguity and would rather create the playbook than wait for one.
• You’re genuinely curious and love tackling the messy, unglamorous problems that others avoid.

What we offer

• Equity: If you're helping build Cuttable, you should own a piece of what it becomes.
• Market-rate pay, reviewed annually: The people building Cuttable's success should be rewarded as the company grows, with regular reviews to make sure we're staying competitive.
• For our US team we offer a comprehensive benefits package, including medical, dental and vision coverage, as well as a 401(k) retirement plan.
• 5 weeks of paid time off (PTO / annual leave): Your 5 weeks includes our team-wide festive season shutdown, so everyone gets a proper break together. No half-logging in with Slack open in another tab.
• Your birthday off, always: Because there's only one you. Work Hard, Laugh Often isn't just about celebrating the big wins; it's about celebrating the people who make them happen.
• Paid parental leave: 12 weeks at base pay for primary carers and 6 weeks at base pay for secondary carers. We're proud to help people build great careers at Cuttable while supporting them as they build and grow their families.
• Offices in Melbourne, New York and San Francisco, with flexibility built in: We like the people we work with, so we've created spaces worth showing up to. But we don't measure commitment by chair time—work from home when that's what the day needs.
• A tech allowance: US$500 to set your workspace up properly, wherever you're working from.

At cuttable, we're building a team as diverse as the businesses we serve. We're an equal opportunity employer and don't discriminate on the basis of race, color, or gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity, or gender expression, sexual orientation, age, disability, marital or caregiving status, pregnancy, religion, political belief, or national origin.

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