Customer Success & Support Specialist

The role

This is a dual role focused on support and customer success. You will own first response and resolution for the customer base and manage a book of SMB accounts through the full customer lifecycle.

What you will do

• Owning first response and resolution for all inbound customer tickets via Intercom
• Running and improving support infrastructure including routing rules, escalation paths, macros, and the knowledge base
• Tracking CSAT and identifying patterns in recurring issues
• Capturing product feedback from support conversations and routing it to the product team
• Managing a book of SMB accounts through onboarding, adoption, and renewal
• Running structured onboarding for new customers from kickoff through go-live
• Monitoring account health and proactively surfacing risk
• Building strong day-to-day relationships and championing continued product adoption and value

Required qualifications

• 1–2 years of experience in a customer success, account management, or customer support role, ideally in B2B SaaS
• Native or fluent English and Hebrew
• The ability to move fluidly between reactive support work and proactive relationship management
• Strong organisational skills
• Familiarity with tools like Intercom, HubSpot, or similar
• A self-starter mentality with the ability to manage competing priorities independently
• A collaborative, high-energy attitude

Nice to have

• Intercom experience is a plus

About the company

Shapes is building an AI-native people platform to reinvent how companies run people operations. It is a small, fast-moving team.