Customer Support/Operations Associate at fast-growing consumer tech startup

You will be the primary point of contact for a rapidly expanding user base, managing high-volume consumer support while streamlining operations for merchant partners. This role is pivotal in scaling support infrastructure, improving response metrics from days to hours, and embedding a proactive, customer-first culture into the product development lifecycle.

Fast-growing consumer lifestyle tech startup

• Manage end-to-end customer support queries via Intercom, maintaining a high satisfaction score of 4.5 or higher.
• Coordinate with merchant partners like restaurants and cafes to ensure platform information remains accurate and up-to-date.
• Implement automated procedures and performance analytics to drastically reduce median first response and resolution times.

• Proven experience in a high-volume customer support or operations role, preferably within a tech startup environment.
• Proficiency with modern support tools like Intercom and a data-driven approach to improving operational efficiency.
• Exceptional communication skills with the ability to bridge the gap between user needs and product development teams.

• Opportunity to build and scale support processes for a consumer app reaching over 100k active users.
• High-impact position where you directly influence the product roadmap through advanced support analytics and feedback loops.
• Join a well-funded startup backed by top-tier VCs during a period of rapid international growth.