Garage IT

Customer Success Associate

USA Remote Junior

Summary

In this role, you will:

Own day-to-day customer support across phone, email, chat, and text for buyers and sellers.
Triage, investigate, and resolve customer issues from intake through follow-up, escalating to Ops, Product, Finance, or Go-to-Market when needed.
Support purchase management workflows by helping customers understand next steps, coordinating internal handoffs, and keeping transactions moving.
Build and maintain Help Center articles, knowledge-base content, macros, and customer-facing documentation for a non-technical audience.
Improve support workflows with tooling, AI, and automation to reduce repetitive work and create faster, clearer customer responses.
Track recurring questions, pain points, and customer feedback, then share actionable insights with internal teams.
Help define the standards, workflows, and documentation habits that will shape customer success at Garage as we grow.

You care deeply about customers and take pride in making complex situations feel clear and manageable.
You communicate with warmth, precision, and urgency across phone, email, chat, and text.
You stay organized when several customer issues are moving at once and follow through until each issue is resolved.
You know when to solve independently, when to escalate, and how to keep customers informed along the way.
You look for repeatable fixes, not just one-off answers, and enjoy turning customer questions into better systems and documentation.
You bring sound judgment, integrity, and a no-task-too-small mindset to work that directly affects customer trust.
You’re excited to help build an early customer success function in a fast-moving startup environment.

2+ years of experience in customer support, customer success, customer experience, or another customer-facing role
Experience supporting customers across multiple channels, including phone, email, chat, and text
Strong verbal and written communication skills
Comfort learning new customer support tools, internal systems, and operational processes quickly
Good judgment when triaging issues, escalating appropriately, and communicating with customers

Experience using modern customer support platforms such as Intercom, Front, Pylon, or similar tools.
Experience working at a startup or high-growth technology company.
Experience with marketplaces, logistics, payments, procurement, equipment, or other operationally complex transactions.
Experience building or maintaining Help Centers, knowledge bases, macros, or customer education resources.
Experience improving support workflows through automation, AI tools, routing, implementation, or migration.

Growth oriented. We invest in people who grow as the company grows. We all should be constantly learning.
Humility. Everyone has a lot to give and a lot to learn. We believe in creating an environment where the best ideas win and acknowledging when we are wrong.
Customer focused. We have a genuine love for our customers. Customer success is our success.
Hack to success. We move fast and take big swings. We always aim for a solution that addresses 80% of the problem in 20% of the time. We make informed bets, launch quickly, and iterate.