Customer Solutions Associate, Perchwell

• Customer empathy and strong problem-solving ability
• Clear, concise communication
• Technical curiosity and systems thinking
• Attention to detail and organization
• Ability to identify patterns and drive continuous improvement
• 2 to 6 years of experience in solution architect, customer success, or technical support roles
• Experience working with and owning ticketing systems (Intercom, Zendesk, Salesforce, or similar)
• Experience with AI-enabled support tools or automation systems
• Strong written and verbal communication skills with a customer-first mindset
• Proven ability to troubleshoot issues and explain solutions clearly
• Highly organized with the ability to manage multiple priorities in a fast-paced, start-up environment

Desirable

• We’re looking for a Customer Solutions Associate who thrives at the intersection of customer experience, technical problem-solving, and operational improvement
• In this role, you’ll be the frontline of the customer experience, owning support requests from intake through resolution, while also identifying root causes, improving internal systems, and contributing to a more scalable support function
• You’ll help shape how we support customers by improving documentation, training AI tools, and surfacing insights that influence product decisions
• Over time, this role offers a path to take on more strategic customer-facing responsibilities, including deeper ownership of customer relationships and outcomes
• Act as the frontline owner of customer issues, taking full responsibility from initial inquiry through resolution
• Solve customers’ most pressing problems by identifying root causes, not just addressing surface-level symptoms
• Partner directly with customers to understand their workflows, goals, and blockers, and guide them to effective solutions
• Deliver a high-quality, empathetic experience while maintaining strong response and resolution times
• Investigate and diagnose complex product issues across data, workflows, and system configurations
• Break down ambiguous problems into clear, actionable paths toward resolution
• Collaborate with Product and Engineering to escalate and resolve bugs, and advocate for long-term fixes
• Develop deep expertise in Perchwell’s data models, workflows, and integrations
• Train, test, and improve Perchwell’s AI support tools to ensure accurate and scalable customer support
• Identify gaps in automated responses and continuously improve knowledge sources and training data
• Create and maintain help center articles, internal and external troubleshooting guides, and increase adoption
• Contribute to building a best-in-class support system that reduces friction and increases self-service success
• Identify patterns across customer issues to surface systemic problems and opportunities for improvement
• Translate customer feedback into clear, actionable insights for Product and Engineering
• Proactively flag high-impact issues and contribute to prioritization of fixes and enhancements
• Support reporting and analysis that tracks trends in customer experience and product performance
• Improve support workflows, processes, and tooling to increase efficiency and scalability
• Create and maintain clear documentation that enables faster resolution and reduces repeat issues
• Partner cross-functionally to improve the end-to-end customer experience, not just individual interactions
• Contribute to building a support function that scales with the company and product complexity
• What Success Looks Like
• Customers receive fast, accurate, and thoughtful support
• Issues are not only resolved, but root causes are identified and addressed
• Support insights meaningfully influence product and operational improvements
• AI support tools and documentation continuously improve in quality and coverage
• You grow from handling individual tickets to owning customer outcomes and relationships