CX Specialist (US)

Popcorn; United States; Remote; USD 50,000 - 70,000; Full time

Benefits offered by this job

Ownership over function

Equity for early employees

Remote work from ET-CET timezones

Coworking space coverage

Team offsites

Job summary

Popcorn is seeking a CX Specialist to elevate support into a core differentiator of the product experience. You’ll guide customers from activation through ongoing usage, with warmth, clarity, and speed across chat, email, and Intercom, representing the Popcorn brand in every interaction.

You’ll partner with product and engineering to translate support insights into real improvements, help shape scalable playbooks and processes as we grow, and explore AI, automation, and self-serve to scale

Qualifications

• 1–4 years in customer support or related role.
• Experience with chat, email, or Intercom.
• Excellent written communication, empathetic and clear.
• Calm, reliable when helping customers.
• Ability to use AI in daily work.
• Bonus: experience with technical software products.

Responsibilities

• Support customers from activation through ongoing usage.
• Handle frontline customer support with clarity, warmth and speed across channels.
• Help resolve customer issues, escalating when needed.
• Contribute to the playbooks, processes, and standards the team will run on as we grow.
• Work closely with product and engineering to turn support insights into real improvements.
• Continuously shape how we scale through AI, automation, and self-serve.
• Spot patterns across tickets and proactively flag product issues before they grow.
• Represent the Popcorn brand in every customer interaction.

Skills

Customer support

Communication

AI in workflows

Product intuition

Tools

Intercom

Job description

In a nutshell: Full-time remote role in either North or South America, with occasional CET overlap.

We Are Popcorn

• Global connectivity with no roaming fees. We’re rebuilding telco from the ground up with a single global phone plan that just works.
• AI at the core. Imagine a telco where AI screens calls, takes notes, or books restaurants for you. It’s what we’re building.
• Momentum speaks volumes. Thousands of customers already rely on Popcorn, and we’re seeing extraordinary growth.
• Raised millions in funding. Backed by investors behind leading consumer and AI companies such as Lovable and Revolut.
• Experienced team with bold ambitions. We’ve previously built consumer products used by 100,000+ people. We’re just getting started here.

We're looking for a CX Specialist to help make support a core differentiator of the product experience.

We already have a strong team in place and we're growing fast. This is your chance to come in and shape what CX looks like at scale.

The Role

Your Mission

• Support Popcorn customers from first activation through ongoing usage, ensuring a smooth and positive experience
• Handle frontline customer support with clarity, warmth and speed across our support channels
• Help resolve customer issues, escalating when needed
• Contribute to the playbooks, processes, and standards the team will run on as we grow
• Work closely with product and engineering to turn support insights into real improvements
• Continuously shape how we scale through AI, automation, and self-serve
• Spot patterns across tickets and proactively flag product issues before they grow
• Represent the Popcorn brand in every customer interaction

What We're Looking For

• 1–4 years in customer support, customer success or a related role at a product-driven company
• Experience working directly with customers via chat, email or Intercom
• Excellent written communication — clear, empathetic and human
• Good product intuition and curiosity about how things work
• Calm, reliable, and thoughtful when helping customers through issues
• Ability to utilize AI in your everyday work
• Bonus: experience in technical software products

The Perks

• Real ownership over one of Popcorn's most important functions
• A small, elite team where your decisions ship the same day
• Early stage equity and the chance to shape the company from the ground up
• Work from anywhere in the ET-CET timezone; we'll cover a coworking space for you
• Team offsites (last one in Mallorca in August), hackathons and padel tournaments
• Choice of laptop, tools and desk setup
• And of course, a virtually endless supply of Popcorn!

We’d be lucky to hear from you!