Customer Support Associate

Full-Time | Fully Remote | 12-18k year

Upstart AEC is hiring a Customer Support Associate to support a fast-moving AI product used by customers in the United States.

This is an added seat on an established support function, not a backfill. Ticket volume has outgrown what the current support manager can handle alone, and the processes and workflows are already in place — the team needs another pair of hands. The role also extends support coverage into US business hours.

The successful candidate will be a front-line point of contact for customers, diagnosing and resolving issues, coordinating bug and product tickets with the engineering and product teams, and keeping pace with a product that changes rapidly.

This position is best suited for someone with excellent English, real energy on customer calls, and enough technical aptitude to debug and diagnose independently when an engineer is not immediately available. Years of experience and seniority are not the primary filters for this role — communication ability and technical curiosity matter more.

The support team this role joins holds a 4.9-star rating on G2 and has won a best support team award in consecutive years. The quality bar is high and the team does not intend to lower it.

Key Responsibilities

• Serve as a front-line point of contact for customers, handling incoming tickets and joining customer calls
• Diagnose and troubleshoot product issues independently, including when engineering support is not immediately available
• Coordinate bug tickets with the engineering team, including joining calls with engineers to understand and scope issues
• Manage product tickets and work closely with the product team
• Work closely with the customer support manager and customer success manager as part of a small, highly collaborative support and success function
• Keep current with a rapidly evolving product — new features, changes, and removals — and apply that knowledge in customer conversations
• Handle frustrated or blocked customers positively, leaving them feeling comfortable and supported
• Uphold the team's existing standard of support quality

Required Skills

• Excellent written and spoken English
• Strong communication skills with an energetic, engaging presence on customer calls
• Comfort working with technology and the ability to pick up technical concepts quickly
• Ability to debug and diagnose issues independently without relying on an engineer being available
• Ability to work at pace in an environment where the product changes rapidly
• A positive, patient approach to customers who are frustrated or struggling
• A collaborative working style across support, customer success, engineering, and product

Nice-to-Have Skills

• Hands-on experience with AI tools such as Claude or ChatGPT
• Video editing experience

Working Hours / Time Zone

• 12:00 PM to 9:00 PM Pacific Time, providing coverage across US business hours