Customer Support Specialist, Proton.ai
$55-65k
3+ days a week in office (Cambridge, MA)
AI industry cloud platform for distributors
Job no longer available
AI industry cloud platform for distributors
101-200 employees
Job no longer available
$55-65k
3+ days a week in office (Cambridge, MA)
101-200 employees
Company mission
To build the industry platform for distributors - one data layer, one AI brain, every workflow connected.
Role
Who you are
- You are customer-focused with a strong sense of empathy; prior customer service experience in some capacity is required
- You love learning new things
- You love solving new problems
- You are naturally curious and committed to understanding the core 'why' behind any situation
- Software and technology come naturally to you, and you're great at researching and solving problems you haven't come across before
- You are an excellent communicator with superior presentation skills, and comfortably communicate via phone, Zoom, email, and chats
- You have the ability to effectively manage multiple customer inquiries and prioritize tasks
- You are self-reliant and result-oriented, taking ownership of your work and its outcomes
What the job involves
- Reporting to our Head of Customer Experience
- Develop in-depth knowledge of our offerings and provide information to support and provide recommendations to our customers – be the expert
- Own incoming support: Respond to and resolve all incoming customer support requests from multiple sources, including:
- Emails to help@proton.ai
- In-app chats via Intercom
- Issues initially sent to a Customer Success Manager (CSM) that are forwarded to support
- (Occasional) Voicemails left on Proton's 1-800 number
- Respond to customer queries, diagnose, troubleshoot, and ensure the appropriate actions are taken to provide an effective workaround and/or resolve customer in a timely manner via the appropriate channels
- Provide timely updates to customers, and as appropriate, all internal teams on the status of pending support tickets
- Serve as an escalation point for SMB customers:
- Assist SMB customers with ongoing product education and live Q&A sessions
- Act as a friendly listener for customers to vent frustrations and collect feedback
- Reach out to customers who provide low NPS scores to gather feedback
- Collaborate cross-functionally:
- Collaborate with Product and Engineering teams by relaying customer feedback and answering questions
- Provide suggestions for Help Center content based on common questions or issues
- Share feedback with Engagement Managers on recurring customer issues after Hypercare
- Collaborate with CSMs on issues related to their assigned accounts
- Ensure an exceptional customer experience by proactively bringing forward customer friction points, and continuous improvement ideas
Our take
Proton.ai is part of a new wave of companies rethinking how sales teams operate in an increasingly digital-first world. Rather than simply digitizing existing workflows, it uses automation and AI to reduce manual effort and guide decision-making, so sales reps can focus on the right customers, products, and moments to engage.
The sales automation market is booming, but also crowded, forcing companies to specialize and stand out. Proton.ai has done exactly that by focusing on wholesale distributors, an often overlooked segment with complex inventories, fragmented systems, and highly relationship-driven sales processes. Its tools are designed to help both reps and customers navigate large product catalogues across multiple channels, bringing a layer of intelligence to what has traditionally been a manual, operationally heavy space.
That focus is now evolving into a broader platform play, with the company recently announcing an AI-powered "industry cloud" for distributors, combining CRM, product information management, eCommerce recommendations, and order automation into a single system. By replacing disconnected point solutions with a unified data layer, the company is positioning itself less as a tool and more as a core infrastructure for wholesale sales. Backed by strong funding and growing adoption, this shift gives Proton.ai a clear path to scale.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-38% employee growth in 12 months
Company
Funding (2 rounds)
Apr 2023
$10m
SERIES A
Jan 2022
$20m
SERIES A
Total funding: $30m
Company benefits
- Company stock options: We believe everyone should own a part of something they help build, so we offer company equity to all employees.
- Flexible schedule: Work is important to us. As is being flexible. We know life doesn’t always land outside of a 9-5 schedule and make space for you to live your life.
- Unlimited Required PTO: We offer unlimited PTO, and we make sure everyone takes at least 2 weeks off per year.
- Company wellness days: In addition to company holidays, we offer wellness days, when the whole company takes a day off to rest and recuperate.
- 12 weeks paid parental leave: 12 weeks paid parental benefit for all parents (birthing, non-birthing, adopting, fostering).
- Health benefits: Get access to great healthcare benefits.
- 401k with employer contribution: We believe it's important to help our team plan for the future. For U.S. employees (for now), we directly contribute a 3% match of your salary to a 401k.
- Company-paid off-sites: Enjoy in-person brainstorming and team-building. All expenses covered so you can focus on bonding with the entire team.
Company HQ
Cambridge Highlands, Cambridge, MA
Leadership
Benjamin Cohen
(Founder & CEO)Prior to founding Proton.ai in 2018, Benjamin worked in Data & Marketing at Danaher Corporation. He was also a Researcher at Harvard Business School, where he graduated with a Bachelor's in Applied Mathematics.
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