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Overview
Join Garage IT as a Customer Success Associate, where you'll manage customer support across various channels, improve workflows, and help shape customer success in a fast-paced startup environment.
Responsibilities
- β’Own day-to-day customer support across phone, email, chat, and text for buyers and sellers.
- β’Triage, investigate, and resolve customer issues from intake through follow-up, escalating to Ops, Product, Finance, or Go-to-Market when needed.
- β’Support purchase management workflows by helping customers understand next steps, coordinating internal handoffs, and keeping transactions moving.
- β’Build and maintain Help Center articles, knowledge-base content, macros, and customer-facing documentation for a non-technical audience.
- β’Improve support workflows with tooling, AI, and automation to reduce repetitive work and create faster, clearer customer responses.
- β’Track recurring questions, pain points, and customer feedback, then share actionable insights with internal teams.
- β’Help define the standards, workflows, and documentation habits that will shape customer success at Garage as we grow.
Conditions
- β’Competitive salary and stock options.
- β’Health, dental and vision insurance (100% covered).
- β’Unlimited paid time off every year (in addition to company observed holidays).
- β’Daily lunch and dinner.
- β’$100 monthly wellness stipend.
- β’401(k) with employer match.
- β’Pre-tax commuter benefits.
- β’Bi-annual team offsite.
- β’Relocation assistance.
Requirements
- β’2+ years of experience in customer support, customer success, customer experience, or another customer-facing role.
- β’Experience supporting customers across multiple channels, including phone, email, chat, and text.
- β’Strong verbal and written communication skills.
- β’Comfort learning new customer support tools, internal systems, and operational processes quickly.
- β’Good judgment when triaging issues, escalating appropriately, and communicating with customers.
Nice to have
- β’Experience using modern customer support platforms such as Intercom, Front, Pylon, or similar tools.
- β’Experience working at a startup or high-growth technology company.
- β’Experience with marketplaces, logistics, payments, procurement, equipment, or other operationally complex transactions.
- β’Experience building or maintaining Help Centers, knowledge bases, macros, or customer education resources.
- β’Experience improving support workflows through automation, AI tools, routing, implementation, or migration.
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