Customer Support Associate

• Full-time, in-office at our headquarters in Dallas, TX.
• You’ll be right in the heart of the action, surrounded by a team of passionate, high-energy individuals who thrive in a collaborative, fast-paced environment.

• →Retention, Renewals, and Account Ownership
• →Proactive outreach to customers with failed payments or renewal risk
• →Work to save at-risk customers through calls, email, and follow up
• →Handle cancellation requests and attempt retention when appropriate
• →Own churn save actions and document outcomes
• →Assist with deboarding process when cancellation cannot be avoided
• →Support add-on and upgrade conversations when opportunities arise
• →Billing, Escalations, and Account Support
• →Handle billing questions, payment issues, and contract questions
• →Serve as an escalation point for customers at risk of churn
• →Assist with account setup questions and post-implementation support
• →Support add-on related processes such as Engage, Operator AI, Fleet Tracking, Pricebook, and Twilio porting
• →Partner with Technical Support when deeper troubleshooting is required
• →Customer Support Coverage

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  • →Support inbound chat, phone, and email channels as part of the Customer Support team
  • →Monitor ticket queues and ensure timely responses
  • →Help customers troubleshoot product questions and workflow issues
  • →Handle escalated conversations with professionalism and empathy
  • →Provide clear, complete answers that help customers move forward
• →Team Collaboration

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  • →Work closely with Customer Support, Customer Success, Technical Support, and Billing
  • →Provide feedback on common customer issues and product gaps
  • →Help improve processes related to retention, cancellations, and escalations
  • →Contribute to a strong, team-first customer experience culture

• Strong communication skills across phone, email, and chat
• Comfortable handling billing conversations and difficult customer situations
• Highly organized and able to manage multiple accounts and tasks
• Ability to stay calm under pressure and handle escalations professionally
• Quick learner who is comfortable with new technology
• Experience with Salesforce or similar CRM preferred
• Experience in SaaS or technical support environment preferred

• Impactful, Fast-Paced Startup Culture: Work on exciting projects that truly move the needle.
• Comprehensive Health Coverage: Medical insurance, plus dental & vision benefits to keep you covered.
• Health & Wellness Perks: Memberships to keep you feeling your best.
• 401(k) Plan: Secure your future while you grow with us.
• Clear Path for Growth: Transparent career progression, professional development, and promotion opportunities.
• Paid Parental Leave: Support for you and your family when it matters most.

This role is a great entry point into Customer Success and Customer Experience at a fast-growing SaaS company.

You will have a direct impact on retention, customer satisfaction, and overall company growth, with clear opportunities to grow into Customer Success, Support leadership, or Account Management roles. You will work on a collaborative team that values ownership, accountability, and helping customers succeed.