What are the responsibilities and job description for the Customer Support & Documentation Specialist position at Mobly?
About the Role
Mobly is an in-person revenue platform that helps B2B sales and marketing teams capture, enrich, and act on leads from live events. Our customers use Mobly before, during, and after events to build pipeline, sync data to their CRM, and measure what actually drove revenue.
As our first dedicated Customer Support & Implementation Specialist, you will own the support queue from day one, manage bug and product request documentation in Jira, and build the knowledge base that will power Mobly's AI support agent over time. This is a foundational role. You are not joining an established support team, you are building the function.
What You’ll Do
Support Queue Ownership
Own all inbound support across email, in-app chat, and any other channels. Resolve Tier 1 issues independently: account administration, basic integration questions, and app and device troubleshooting. Set and hold response time SLAs so customers always know their request was received.
Tier 2 & 3 Escalation
Take ownership of escalated issues involving integration failures, sync errors, and edge cases requiring deeper investigation. Investigate and reproduce issues before escalating to Engineering or Solutions Engineering. Build a documented escalation decision tree so routing is consistent with clear criteria for T2 vs. T3, which signals go where, and resolution patterns captured for faster future handling.
Bug & Product Request Management
Own the bug and product request pipeline in Jira: triage incoming reports, write well-structured tickets with reproduction steps and environment details, maintain a clean prioritized backlog, and run a weekly review surfacing what is new, stalled, and resolved. Close the loop with customers when issues ship.
Documentation & AI Agent Foundation
Build and maintain a customer-facing knowledge base structured for two audiences: the customer self-serving, and the AI agent retrieving answers. Consistent terminology, one concept per heading, explicit steps, screenshots for every UI process, and coverage of failure states alongside expected behavior. As the knowledge base matures, track deflection metrics and feed unresolved queries back into the documentation backlog.
Onboarding & Pattern Recognition
Support CSMs on standard onboarding tasks and design self-service onboarding for lower-complexity customers, freeing the CS team for strategic accounts. Log support trends weekly: what came in, how it resolved, how long it took, and whether it signals a product gap, documentation gap, or training gap. Escalate recurring patterns proactively before they compound.
What We’re Looking For
Required
- 1 to 3 years in a customer support, customer success, or technical onboarding role at a SaaS company
- Excellent written communication. Support responses and documentation should be clear, complete, and ready to send
- Familiarity with CRM tools (Salesforce, HubSpot, or similar) at a user or admin level. You have connected an integration, mapped fields, or dug into a sync error
- Organized and self-directed. The queue, the docs, and the backlog will not manage themselves
- Genuine curiosity about why things break. The best support people are not just ticket-closers, they are pattern-spotters
Nice to Have
- Experience building a help center or knowledge base from scratch
- Familiarity with AI support tools (Intercom, Zendesk AI, or similar) or AI agent management
- Background in event marketing, RevOps, or MarTech
- Exposure to iPaaS tools or webhook-based integrations
What Success Looks Like
30 days: You understand the T2/T3 issue landscape, have audited the current Jira backlog, and identified the top 10 most common inbound escalations.
90 days: Top 25 support scenarios are documented, at least 3 are being tested for AI agent deflection, and a weekly bug and product request review cadence is in place.
6 months: The majority of T1 questions resolve without 1:1 intervention, most T2/T3 issues have documented resolution paths, and you have surfaced at least two recurring product issues the Solutions Engineer has been able to address proactively.