Customer Support Specialist

Mon Ami is seeking a Customer Support Specialist to help our customers—public agencies providing essential services to older adults and people with disabilities—navigate our platform with empathy and expertise. You will be responsible for triaging and resolving support tickets, developing Help Center resources, and collaborating with product, engineering, and data teams to address customer needs. Your work will ensure customers receive timely, thoughtful support that enables them to deliver critical services in their communities.

Responsibilities will include:

• Build deep product knowledge to efficiently triage tickets, resolve issues, and provide product education to users
• Communicate clearly, empathetically, and with a focus on solutions to deliver excellent customer experiences
• Collaborate with engineering, product, and data teams to resolve technical issues, including writing detailed bug reports
• Develop and maintain Help Center resources (articles, video tutorials, FAQs) to support customer self-service
• Track and report recurring issues to identify opportunities for product and process improvements

You’re a great fit if you:

• Have a B.A./B.S. degree or equivalent relevant experience
• Bring 1–3+ years of customer support or other client-facing experience, with a proven ability to make customers feel heard and supported
• Demonstrate strong problem-solving skills and effective teamwork
• Possess excellent oral and written communication skills (email, Slack, virtual meetings)
• Are highly organized with meticulous attention to detail
• Show exceptional empathy and listening skills, able to diffuse tension and build trust
• Thrive in a fast-paced environment and are committed to doing things the right way
• Have strong computer skills and familiarity with web-based applications (Google Workspace, Microsoft Office, Notion, Zendesk, Zoom)
• Bonus: Experience at a SaaS company; hands-on with Zendesk or similar support platforms; familiarity with aging services, disability services, or healthcare

Total Compensation

The expected salary range for this position is $60,000–$70,000, determined based on experience and other factors permitted by law.

Additional benefits include:

• Health insurance
• 15 days PTO (20 days after year two) and sick leave
• 401K, disability insurance, FSA, and HSA
• Generous paid family leave
• The opportunity to do work that matters with a team that treats one another with respect and kindness