Customer Support Specialist

About Eyebot

Eyebot is an outcome-focused technology company on a mission to make vision care accessible to everyone, equally. Headquartered in Boston’s North End and backed by top investors and the National Science Foundation, our 90-second vision test kiosk is reshaping how vision care is delivered.

If you’re passionate about solving big problems and building the future of vision care, we’d love to hear from you.

About The Role

We’re looking for a Customer Support Specialist to be the first line of support for Eyebot customers, retail partners, and kiosk users. In this role, you’ll manage incoming requests, provide clear and timely answers, and escalate technical or complex issues to the right internal teams.

Note: This is a hybrid role with a fixed weekly schedule:

• Wednesday–Friday: 11:00–7:00 PM ET
• Saturday: 9:00 AM–7:00 PM ET
• Sunday: 12:00–5:00 PM ET (may expand based on business needs)
  
  

Our on-site office is located in Boston’s North End.

What You’ll Do:

• Respond to customer and partner support inquiries, primarily via email and phone, in a timely and professional manner.
• Provide clear instructions and troubleshooting for common kiosk, account, and prescription-related questions.
• Log, categorize, and manage support tickets in Zendesk, ensuring accurate tracking through resolution.
• Escalate technical or clinical issues to the appropriate team following defined workflows.
• Identify and document recurring questions to help expand and improve Eyebot’s knowledge bases.
• Represent Eyebot’s mission and values in every interaction, fostering trust and long-term relationships with customers and partners.
  
  

What We're Looking For:

• 3-5 years of customer service, patient support, or help desk experience (optical or other healthcare environments strongly preferred).
• Strong communication skills with the ability to simplify complex information.
• A proactive problem-solver who takes ownership of issues from start to finish.
• Highly organized with strong attention to detail.
• Comfortable using multiple technologies (Zendesk, Slack, Google Suite).
• Empathy, patience, and problem-solving mindset - you love helping people find answers.
• Eagerness to learn and grow as Eyebot scales.
  
  

Who You Are

• You’re energized by fast-paced environments and excited to grow with a startup that’s scaling quickly; prior experience in similar settings is a strong plus.
• Exceptionally organized, with the ability to manage multiple priorities and keep projects moving smoothly.
• You take ownership of your work and care deeply about quality.
• You hold yourself (and your teammates) to a high bar.
• You follow through on commitments and take responsibility for outcomes.
• You bring a low ego, collaborative mindset and a sense of humor. You are easy to work with, open to feedback, and able to keep perspective even when things don't go according to plan.
  
  

What we offer:

• Starting target salary in the range of $55-60K, along with meaningful equity.
• Full health, dental, and vision insurance.
• Unlimited PTO.
• A culture where every idea is welcome, no matter how out there it sounds - that’s how Eyebot got started.
• Commuter support and wellness benefits.
• A hybrid role with some in-office time in our Boston North End office, with regular team lunches and a great waterfront location.
• The chance to help shape a customer experience that improves lives.