Customer Support Representative

Scrunch, a venture-backed startup, is on a mission to bring brands to an AI-first future—where people increasingly rely on LLMs to discover, understand, and act on information that matters to them.

As AI search and conversational agents replace traditional web search and browsing, Scrunch helps marketing teams rethink how their products and services are discovered and surfaced on AI platforms like ChatGPT, Claude, Gemini, and more—working with AI platforms, not against them. This shift represents the biggest change to marketing since the dawn of the internet.

With $26M in backing from Mayfield Fund, Decibel, Homebrew, GTM Capital, and leading Silicon Valley founders and operators, Scrunch has scaled rapidly since commercial launch. Today, more than 500 paying brands—including Fortune 500 companies like Lenovo, category-defining brands like Skims, and breakout startups like Clerk—use the platform.

We’re hiring a Customer Support Representative to deliver high-quality, responsive support to our customers and ensure they receive maximum value from the Scrunch platform. This is an individual contributor role focused on frontline customer assistance, troubleshooting, product enablement, and customer advocacy.

• Serve as the initial point of contact for customer inquiries via email, chat, and ticketing systems.

• Diagnose technical and usability issues, working cross-functionally to drive timely resolution and provide feedback to our product and education teams.

• Maintain a high standard of professionalism, accuracy, and clarity in every customer interaction.

• Develop deep, up-to-date knowledge of the Scrunch platform, use cases, and feature set.

• Translate technical concepts into clear, user-friendly explanations for customers with varying levels of technical proficiency.

• Create and contribute to support documentation, FAQs, quick-start guides, and help-center resources.

• Identify common user patterns and propose improvements to the customer experience.

• Manage, prioritize, and resolve a high volume of inbound tickets within defined SLAs.

• Track issues and trends to support internal reporting, root-cause analysis, and workflow optimization.

• Assist with onboarding activities by answering setup questions and reinforcing best practices.

• Support proactive outreach to ensure customers are informed about product changes, updates, and new features.

• Partner with Customer Success on escalations and customer-specific needs.

  Provide the product team with insight into recurring issues, usability gaps, and feature requests informed by real-world customer interactions.

• Participate in testing new features, helping validate functionality and assess customer impact.

• 1–2 years of experience in customer support, technical support, SaaS support, or a related customer-facing role.

• Strong problem-solving and troubleshooting abilities, with the ability to navigate ambiguous or complex issues.

• Excellent written and verbal communication skills; able to translate technical details into clear customer guidance.

• High level of empathy, patience, and customer-centricity.

• Comfortable working in a fast-paced, evolving startup environment with shifting priorities.

• Familiarity with SaaS tools, ticketing systems, and basic technical concepts is a plus.

• High customer satisfaction scores and consistent adherence to response and resolution SLAs.

• Clear, accurate, and helpful guidance delivered across all customer interactions.

• Documented improvements to support processes, knowledge base resources, and user workflows.

• Strong internal reputation as a reliable problem solver and customer advocate.

• Measurable contributions to improving the customer experience and reducing friction points across the platform.

Scrunch is an equal opportunity employer. We welcome people of all backgrounds, experiences, perspectives, and identities. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.