Customer Support Representative

Detect Auto is an AI powered software company focused on improving the efficiency and performance of auto repair shops. Our platform automates routine tasks so mechanics, service advisors, and shop owners can spend more time in the repair bay and less time in front of a computer.

MISSION OF THE ROLE

The mission of the Customer Support Representative is to ensure that customers receive fast, clear, and effective support whenever they need help with Detect Auto. This role manages live chat and phone support, resolves issues using documented workflows and decision trees, routes product bugs and complex questions to the right teams, and helps maintain the knowledge that allows the whole organization to support customers well.

This position sits within the Customer Success organization and partners closely with Sales, Customer Success Managers, Product, and Engineering.

LOCATION AND WORK ARRANGEMENT

• Location: Remote within the United States.
• Work type: Full time, benefited position.
• Hours of operation: Standard shift is 7:00 a.m. to 3:00 p.m. Eastern Time (6:00 a.m. to 2:00 p.m. Central Time). Candidates must be available to start at 7:00 a.m. Eastern.
• Travel: Minimal travel, up to approximately 0 to 5 percent of business days, primarily for occasional team meetings or trainings.

KEY RESPONSIBILITIES

Frontline Customer Support

• Manage day to day customer interactions through live chat and phone support, using tools such as Crisp or similar platforms.
• Provide clear, professional, and friendly responses to customer questions about product usage, configuration, and basic troubleshooting.
• Use help center articles, internal documentation, and decision tree playbooks to guide customers through solutions.
• Set expectations on response and resolution times and follow through on commitments.

Basic Troubleshooting and Product Assistance

• Perform standard troubleshooting steps such as updating or reinstalling browser extensions, confirming login status, and checking basic settings.
• Guide customers through the core functions of each Detect Auto tool, including how to navigate interfaces and complete key workflows.
• Assist customers with adding users, connecting accounts, and confirming that connections are working as expected.
• Help customers adjust maintenance intervals, configure relevant settings, and update keywords or matching rules based on clear instructions and help content.
• Clearly document steps taken and outcomes in company CRM so that future interactions have full context.

Issue Resolution and Escalation

• Diagnose common issues by gathering context, reproducing behavior when possible, and checking internal documentation and status pages.
• Resolve routine issues directly where playbooks or known fixes exist.
• Create high quality tickets for Engineering and Product when issues require escalation, including:
• A clear summary of the problem.
• Steps to reproduce.
• Screenshots or recordings when helpful.
• Relevant account details and environment information.
• Ask clarifying questions to customers when needed to ensure escalations are complete and actionable.
• Track escalations through to resolution and ensure customers receive timely updates and next steps.

Knowledge Management

• Maintain and update the internal support knowledge base, including FAQs, troubleshooting steps, decision trees, and internal runbooks.
• Identify gaps in documentation based on real support conversations and propose or create new articles or decision tree branches.
• Collaborate with Customer Success Managers and Product to keep documentation aligned with current product behavior and recommended practices.

Customer Insights and Continuous Improvement

• Tag and categorize customer conversations to help identify trends in issues, feature requests, and friction points.
• Share recurring themes and insights with Customer Success, Sales, Product, and Engineering to inform roadmap and process improvements.
• Suggest updates to macros, templates, and workflows that improve support quality, speed, and consistency.

Quality and Professionalism

• Represent Detect Auto with a high level of professionalism, empathy, and patience in every interaction.
• Communicate in a concise, friendly, and clear manner suited to busy shop staff who may be juggling support with active repair work.
• Uphold and reinforce our cultural principles in day to day work, especially focusing on results for the customer and caring deeply about their experience.

KEY PERFORMANCE INDICATORS (KPIs)

• First response time: Average time to first response for chat and phone inquiries.
• Resolution time: Average time to resolve issues or provide a clear, actionable path forward.
• First contact resolution rate: Percentage of issues resolved in the initial interaction when appropriate.
• Ticket quality: Completeness and clarity of escalations to Product and Engineering, as measured by internal review and reduced back and forth.
• Documentation impact: Reduction in repeat questions or issues after new help articles or decision tree updates are published.
• Customer satisfaction on support interactions, where measured through CSAT, NPS, or similar tools.

REQUIRED QUALIFICATIONS

• 1 or more years of experience in a customer facing support role such as Customer Support Representative, Customer Service Specialist, or similar.
• Experience handling live chat and phone based support in a software, SaaS, or technology environment.
• Comfortable following structured troubleshooting steps, documentation, and decision trees to diagnose and resolve issues.
• Ability to perform basic technical troubleshooting such as guiding customers through logging in and out, updating extensions, and verifying key settings.
• Strong written and verbal communication skills, with the ability to explain technical topics in clear, simple language.
• Comfortable working in ticketing or helpdesk tools and following defined workflows and service level agreements.
• Reliable and punctual, with the ability to consistently start work by 7:00 a.m. Eastern Time.
• Highly organized and able to manage multiple conversations and tasks at once without losing attention to detail.

PREFERRED QUALIFICATIONS

• Experience supporting B2B SaaS products, especially tools used by small businesses or field based teams.
• Familiarity with live chat platforms such as Crisp, Intercom, Zendesk, or similar tools.
• Experience working closely with Product or Engineering teams to triage and escalate bugs, including writing clear and detailed tickets.
• Prior experience in the automotive, auto repair, or related industries, or strong interest in learning about shop operations and workflows.

PERSONAL ATTRIBUTES

The right person for this role will resonate with our cultural principles and enjoy working in a fast moving startup environment. We are looking for someone who:

• Focuses on solving the customer’s problem and takes ownership until it is resolved or properly handed off.
• Communicates clearly and professionally under time pressure.
• Is comfortable asking questions, sharing opinions, and suggesting improvements.
• Learns quickly from new information, tools, and customer scenarios and is comfortable following structured decision trees.
• Thinks about both immediate resolution and long term fixes, including documentation and feedback to Product and Engineering.
• Genuinely cares about helping shop staff succeed and about the mission of Detect Auto.

COMPENSATION AND BENEFITS

• Expected base salary range: 50,000 to 60,000 USD annually, depending on experience and location.
• Eligibility for performance based incentives tied to support quality and team goals may be discussed during the interview process.
• Full time role with benefits beginning on day one of employment.
• Health benefits: Detect Auto offers health care coverage with an employer contribution toward premiums for the employee and eligible dependents.
• Additional benefits are provided in line with company policy.