Customer Success & Support Specialist

Job description

## **About us** Shapes is on a mission to reinvent how companies run their people operations in the AI era. We're building the world's first truly AI-native people platform — a single place where HR processes come together, get customized in minutes, and actually run themselves. We're a small, fast-moving team that loves building ambitious things with a bias for action. If you want to shape the foundation of something big, not just plug into an existing machine, this is the place. ## **About the role** This is a dual role: support-first, with a meaningful CS dimension. You'll own first response and resolution for our entire customer base, and you'll manage a book of SMB accounts through the full customer lifecycle. Owning real accounts gives you the product depth and customer context that makes support genuinely good — and vice versa. We have the infrastructure in place — Intercom, a knowledge base, and escalation paths. Your job is to run it well and make it better over time. This role sits inside a CS team that is actively developing and optimizing the Customer Success operating system — the playbooks, frameworks, and processes that define how Shapes serves customers at scale. You'll have a real hand in improving it. Your responsibilities will include: **Support (primary)** - Owning first response and resolution for all inbound customer tickets via Intercom, across our full customer base - Running and improving our support infrastructure — routing rules, escalation paths, macros, and the knowledge base - Tracking CSAT, identifying patterns in recurring issues, and continuously raising the quality of the support experience - Capturing product feedback from support conversations and routing it to the product team **Customer Success** - Managing a book of SMB accounts through onboarding, adoption, and renewal - Running structured onboarding for new customers — from kickoff through go-live - Monitoring account health and proactively surfacing risk before it becomes churn - Building strong day-to-day relationships and championing continued product adoption and value ## **Your experience & skills** We are looking for a candidate with: - 1–2 years of experience in a customer success, account management, or customer support role, ideally in B2B SaaS - Native or fluent English and Hebrew — both are required for this role - The ability to move fluidly between reactive support work and proactive relationship management - Strong organisational skills and genuine care for the customer experience - Familiarity with tools like Intercom, HubSpot, or similar (Intercom experience is a plus) - A self-starter mentality with the ability to manage competing priorities independently - A collaborative, high-energy attitude — this role sits at the centre of the CS team