Customer Support Associate

Company Description

Groundswell is an early-stage startup with a lean, passionate team focused on building meaningful products with real-world impact. We believe great work happens when talented people are trusted, empowered, and given real ownership—and when they enjoy the ride together.

Our culture is values-driven, fast-moving, and highly autonomous. We tackle hard problems, learn quickly, and operate without unnecessary process, politics, or red tape. This is not a place for people who need constant direction or guaranteed outcomes—it’s a place for builders who want more than the status quo.

We value growth through learning, impact, and ownership, not just titles or org charts. We offer competitive compensation and meaningful equity, and we’re looking for people who want to help shape the product, the company, and the future of the space.

Groundswell is at a pivotal moment of growth, with strong momentum and a clear vision. If you want to look back and say “I helped build that,” not just “I worked there,” you’ll feel at home here.

Role Description

We are looking for a motivated and detail-oriented Customer Support Associate to join our growing team. In this role, you will serve as the first point of contact for customers, helping them navigate our platform, resolve issues, and ensure they have a positive experience.

This is an entry-level position ideal for someone who enjoys problem-solving, communicating with people, and learning new systems. The ideal candidate brings a positive attitude, high energy, and a genuine desire to help others, even when tackling complex or challenging issues.

You will work closely with our customer success, product, and engineering teams to ensure customers receive timely and accurate support. This role is hybrid, requiring a combination of remote work and in-office collaboration at our headquarters in El Segundo, CA. Working hours are generally Monday through Friday 9:00 AM to 5:30 PM (with a 30-minute lunch period).

Primary responsibilities

• Respond to customer inquiries via email, chat, and support tickets in a timely and professional manner
• Troubleshoot customer issues and provide clear, step-by-step guidance
• Escalate complex issues to the appropriate internal teams when needed
• Maintain accurate records of customer interactions in the support platform
• Help customers understand product features and best practices
• Contribute to internal documentation and help center resources
• Identify recurring customer issues and share feedback with product and operations teams
• Maintain a high standard of customer satisfaction and professionalism in all communications
• Approach customer interactions with enthusiasm, patience, and a solutions-oriented mindset

Qualifications

• 0–2 years of customer service, support, or related experience
• Experience in volunteer leadership and/or student body roles demonstrating commitment, organization and self-management skills and abilities.
• Strong written and verbal communication skills
• Positive attitude and high energy when engaging with customers and teammates
• Excellent attention to detail and organizational skills
• Ability to manage multiple tasks and prioritize effectively
• Comfortable learning new tools and software platforms
• Problem-solving mindset and a customer-first attitude
• Ability to work both independently and collaboratively in a hybrid environment

Preferred, but not required

• Experience using customer support platforms (Zendesk, Help Scout, Intercom, etc.)
• Familiarity with CRM or ticketing systems
• Experience/internship working in a fast-paced startup or similar environment

You will likely do well in this role if you

• Enjoy helping people and take pride in solving problems
• Bring positive energy and patience to customer interactions
• Stay calm and solutions-focused when handling challenging situations
• Are curious and enjoy learning new tools and systems; technically savvy
• Like working in a fast-moving environment where priorities can shift
• Take initiative and look for ways to improve processes or documentation
• Are dependable, organized, and comfortable managing multiple tasks at once

The base compensation for this role is $25 per hour for candidates in Los Angeles, CA. In addition, this role is eligible for equity, and benefits. Final compensation will be based on experience, interview performance, and local market benchmarks.