Customer Support Representative

Job Description

Customer Support Representative

Company: Scrunch AI

Location: Salt Lake City, UT

• Remote
  
  

Salary: $50K - $65K/yr

Job Type: Full-time

Posted: 9 hours ago

About Scrunch

Scrunch AI is a venture-backed startup focused on AI search and conversational agents, helping marketing teams adapt to AI platforms.

About The Role

We’re hiring a Customer Support Representative to deliver high-quality support and ensure customers receive maximum value from the Scrunch platform.

What You’ll Do

• Customer Support & Issue Resolution
• 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.
• Product Expertise & Enablement
• 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.
• Operational Excellence
• 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.
• Cross-Functional Collaboration
• 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.
  

What You’ll Bring

• 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.
  
  

What Success Looks Like

• 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 AI is an equal opportunity employer.

Compensation Range: $50K - $65K