Customer Support Agent

About the role

Scribe customers rely on fast, accurate support to keep their work moving, and right now that responsibility sits with you. You'll own the full support experience: resolving issues with judgment, catching patterns before they become bigger problems, and making sure the right feedback reaches Product and Engineering. The processes exist, but the function is still evolving, so you'll help shape how support works as much as you execute it.

Key responsibilities

• Resolve customer issues across channels with speed, accuracy, and clear communication.
• Build product expertise deep enough to answer complex, technical questions independently.
• Escalate the right issues to the right teams, providing the context they need to act fast.
• Spot recurring customer problems and turn them into documentation, process fixes, or product feedback.
• Strengthen internal resources so the next answer is faster than the last.
• Partner with Customer Success, Product, and Engineering to close the loop on customer‑reported issues.
• Take on more complex or ambiguous cases as you build judgment in the role.

Required profile

• Native English speaker with clear and precise written and spoken communication.
• 2–3 years of experience in a customer support role handling real ticket volume and edge cases.
• Experience with Zendesk, Notion, Stripe, or similar tools.
• Ability to research answers independently.
• Calm and proactive when product changes or processes are undefined.
• Skilled at explaining technical or product concepts in plain language without losing accuracy.

Required skills

• Zendesk
• Notion
• Stripe
• Claude
• Dust

What we offer

• Flexible paid time off and company holidays.
• Home office stipend.
• Monthly budgets for office space, if needed, and team‑building activities.
• Commitment to diversity and equal opportunity employment.