Hybrid Customer Success Support Associate

Flo Recruit, Inc.; Austin (TX); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Healthcare benefits (vision & dental)

Generous PTO & sick leave

Parental leave

401(k)

Hybrid work environment

Company-provided equipment

Job summary

Flo Recruit, Inc. in Austin, TX is seeking an entry-level Customer Success Support agent to bolster our Customer Success team. The role emphasizes organization, attention to detail, and comfort with learning new technology, with duties spanning chat support, data entry, documentation, and ad‑hoc projects.

Hybrid work in Austin; seasonal shift in hours. The ideal candidate uses strong written communication, remains calm under pressure, and can escalate when needed while growing product knowledge.

Qualifications

• Excellent attention to detail and a commitment to producing accurate work.
• Strong written communication skills and comfort communicating professionally with customers.
• A willingness to ask questions, learn new systems, and resourceful in finding answers independently.
• Strong organizational skills and the ability to manage multiple tasks with different priorities.
• Comfort working in a fast‑paced environment where priorities may change throughout the day.
• Good judgment around when to continue troubleshooting independently and when to escalate an issue.
• Comfort learning and working across multiple technology platforms.
• Ability to remain calm and thoughtful during periods of high customer support volume.
• Familiarity with Google Workspace is preferred. Experience with tools such as Intercom, Jira, HubSpot, or FullStory is helpful, but not required.

Responsibilities

• Provide responsive customer support through our in‑app help chat, researching questions and escalating issues when appropriate.
• Assist the Customer Success team with day‑to‑day and ad hoc operational requests.
• Investigate customer‑reported issues, reproduce and document potential bugs, and partner with internal teams to help move issues toward resolution.
• Document customer feedback and feature requests clearly so that trends and needs can be shared with our Product and Engineering teams.
• Maintain and update customer‑facing resources, including Help Center articles, guides, templates, and other educational materials.
• Perform manual data entry and account maintenance to support customer requests and internal projects.
• Test product functionality and participate in internal or external test calls when needed.
• Help maintain internal Customer Success documentation, processes, and resources.
• Support quality assurance and other testing needs surrounding product updates and releases.
• Assist with special projects based on changing customer and team priorities.
• Develop strong knowledge of Flo’s products so you can independently research questions, troubleshoot issues, and identify when something needs to be escalated.
• This role is not responsible for managing a portfolio of customers or leading customer onboardings. Most customer interaction will take place through written support channels rather than scheduled customer calls.

Skills

Attention to detail

Written communication

Willingness to learn

Organizational skills

Multi-tasking

Calm under pressure

Google Workspace

Intercom

Jira

HubSpot

FullStory

Tools

Intercom

Jira

HubSpot

FullStory

Google Workspace

Job description

Flo Recruit, Inc. in Austin, TX is seeking an entry-level Customer Success Support agent to bolster our Customer Success team. The role emphasizes organization, attention to detail, and comfort with learning new technology, with duties spanning chat support, data entry, documentation, and ad‑hoc projects.

Hybrid work in Austin; seasonal shift in hours. The ideal candidate uses strong written communication, remains calm under pressure, and can escalate when needed while growing product knowledge.