What are the responsibilities and job description for the Customer Success & IT Support Specialist position at Mason America?
Do you love wearing many hats and getting stuff DONE?
Does helping customers, solving tech issues, and keeping the operational engine humming sound like a great day at work? If you're the kind of person who sees something broken and jumps in to fix it—without waiting to be asked—you might be exactly who we’re looking for.
At Mason, we build and deliver smart hardware platforms that power real-world innovation. Our customers rely on us not just for our devices, but for our hustle, our heart, and our hyper-focus on getting things right.
This role is perfect for someone who thrives in a fast-moving startup environment and wants to make a real impact across customer success, internal IT, order fulfillment, and support operations.
What you'll be doing:
- Be the first friendly face (or email/chat response!) our customers see via Zendesk, resolving support tickets, warranty RMAs, and order questions.
- Keep customers happy by responding quickly via phone, email, or chat—and following through to the finish line.
- Troubleshoot and resolve basic technical issues, escalating when needed while keeping customers informed along the way.
- Own internal IT support: help your coworkers with Google Workspace, laptop issues, account access, software licenses—you’re the in-house tech hero.
- Keep our CRM and support documentation clean, clear, and current (because great records = great support).
- Process customer orders with precision, ensuring accurate fulfillment and on-time shipping (both domestic and international).
- Roll up your sleeves to help in the warehouse when needed - this is a team effort!
- Share customer feedback and insights with Product, Sales, and Marketing to help shape the future of our solutions.
What you bring to the table:
- REQUIRED: 2 years of work experience in a manufacturing, logistics, or operations environment—whether in customer service, supply chain, shipping, or support.
- Experience with CRM tools like Zendesk, Salesforce, or Hubspot.
- Geeksquad, Apple Store or technical sales experience will be valuable.
- You are organized, process-oriented, and love improving systems.
- Confidence managing internal tech: Google Workspace, software licenses, basic IT troubleshooting.
- Intermediate to advanced Excel or Google Sheets skills (vlookups, pivot tables, etc.).
- Familiar with Apple OS and Google Workspace
- Bonus points if you’ve worked in telecom, device management, or with 3rd Party Logistics.
Why Mason?
- Real ownership – this is not a role where you’ll be told exactly what to do every day. We’re building, and we want your ideas.
Tight-knit team – you’ll be working alongside people who care deeply, move quickly, and laugh often. - Make a difference – what you do directly impacts our customers, our partners, and our mission.
- Play hard, work smart – we respect hustle, but we also value balance. We don’t take ourselves too seriously… except when it comes to delivering for our customers.
Benefits:
- Full healthcare benefits for employees including vision, dental, and medical insurances
- Generous PTO and paid sick leave
- 401(k)
Location:
Onsite at our Fulfillment Center in Tukwila, WA
Work Hours: Standard business hours (Mon-Fri) with some flexibility with start/end times. May require occasional overtime.
The hourly range for this role is $27 - $30 USD. Actual pay will vary based on factors such as a candidate’s qualifications, experience, skills, and competencies.
TO APPLY GO TO: Mason Careers
A background check will be conducted after a conditional offer of employment.
Equal Opportunity
Mason America, Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. We also provide reasonable accommodations for applicants with disabilities.
Salary : $27 - $30