First Hire: Customer Support Specialist (Equity + PTO)

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, 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.