Customer Experience Associate
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Job Description
Customer Success Associate supporting SaaS customers through HubSpot tickets at an early-stage startup. Growing into phone support, onboarding, and proactive account ownership.
Responsibilities:
- Own incoming customer support requests through tickets in HubSpot
- Respond promptly and professionally to customer inquiries
- Troubleshoot issues and resolve them independently when possible
- Escalate product or technical issues with clear context when needed
- Track trends in customer questions and feedback and share insights with the team
- Document learnings so answers can be found faster
- Ensure customers feel supported, informed, and followed up with
- Develop working knowledge of the product and how customers use it
- Understand customer operations well enough to anticipate needs
- Identify and flag expansion or upsell opportunities
- Partner with product to translate customer pain points into fixes
- Grow toward phone support, onboarding ownership, proactive account outreach, and shaping customer success processes
Requirements:
- Comfortable working in a startup or fast-moving environment
- Self-starter who takes initiative after gaining context
- Strong written and verbal communication skills
- Organized, detail-oriented, and reliable with follow-through
- Comfortable interacting directly with customers, including over the phone
- Willing to learn new tools, workflows, and skills
- Able to make judgment calls and escalate thoughtfully when needed
- Interest in learning about equipment, schedules, job sites, and field-operations businesses
- Prior customer support, customer success, or operations experience is a bonus, not a requirement
- SaaS product support or software workflow troubleshooting experience is a bonus, not a requirement
- Customer onboarding or implementation experience is a bonus, not a requirement
- Familiarity with HubSpot or similar CRM/ticketing systems is a bonus, not a requirement
- Experience with early-stage startups or small teams is a bonus, not a requirement
- Experience with JIRA or other project management tools is a bonus, not a requirement
- Exposure to construction, equipment, or another field-operations industry is a bonus, not a requirement
Benefits:
- Hands-on, shadow-based training and ramp-up period
- Clear escalation paths and access to leadership support
- Empowerment to solve problems proactively
- Expanded scope toward phone support and onboarding ownership as readiness is demonstrated
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