Customer Support Specialist

The role

You will manage the customer support inbox through Intercom. You will resolve customer issues, process refunds through Stripe, and escalate technical issues to the engineering team via Slack.

What you will do

• Monitor and respond to all incoming customer support tickets through Intercom
• Assess each customer inquiry and determine the appropriate course of action
• Handle refund requests through Stripe
• Identify technical issues and communicate them to the development team through Slack
• Work toward inbox zero by the end of each shift
• Share customer feedback and patterns to inform product improvements

Required qualifications

• Clear, empathetic written communication abilities
• Ability to quickly assess situations and determine the best path forward
• Confidence using customer support tools and the ability to learn new platforms quickly
• Consistency in showing up for scheduled shifts
• Ability to work autonomously and make good judgment calls

Nice to have

• Startup Enthusiasm: A genuine passion for the startup ecosystem

About the company

Cluely is a startup where the Customer Support Specialist serves as a bridge between customers and the product team.