Customer Support Representative

Job description

# About Moab Moab is building a modern, all-in-one software platform for equipment dealers and rental businesses. The equipment dealer and rental market is a key part of the multi-trillion dollar construction, agriculture, and logistics industries, and is currently underserved by antiquated incumbent software solutions (most of which were founded in the 1980s and 1990s). Our customers run businesses where a missed delivery, a wrong invoice, or a stuck dispatch board costs them real money — sometimes within the hour. They depend on us to keep their day moving, and they depend on the people behind our support inbox to do the same. We’re a small team of energetic, dedicated, and passionate individuals. We value team members who can not only roll up their sleeves to do hands-on work, but also think clearly and creatively about the big picture. At Moab, you’ll find significant room for career growth, fostered by a meritocratic culture that prioritizes individual and team development. # About the Role You’ll spend your day making sure our customers are taken care of — answering questions, untangling problems, and being the voice that turns “something’s broken” into “Moab figured it out.” A substantial portion of your time will be spent investigating bugs. You’ll reproduce reported issues, dig into our internal tools and AI-powered triage agents to gather evidence, and build a clean handoff for engineering when the problem needs code changes. From there, you’ll track the open bug through to resolution — pulling timelines from engineers, translating their updates into plain language, and closing the loop with the customer. You’ll be the customer’s advocate inside Moab, and Moab’s calm, competent face back to the customer. You’ll have a direct line to engineers and operations folks who deeply understand the platform — knowing when to escalate is part of the job, not a weakness. # What You’ll Do **The core of the job:** - Own the customer inbox. Triage incoming tickets, respond quickly and clearly, and make sure no customer is left wondering what’s happening with their issue. - Investigate bugs end-to-end. Reproduce the issue, use our internal tooling and AI triage agents to gather evidence, and prepare a clean handoff for engineering when code changes are needed. - Work the queue with engineering. Track open bugs, pull timelines and ETAs from the eng team, and translate “we shipped a fix in orders_v2” into something the customer actually wants to read. - Close the loop with customers. When a bug is fixed, a question is answered, or a workaround is found, you’re the one who tells them — in plain language — what happened and what to expect next. **You’ll also:** - Use our AI tooling well. We’ve built bug-triage agents, a product knowledge brain, query assistants, and a growing toolkit specifically to make support investigation faster. You’ll be a power user of these tools and a steady source of feedback on how to make them better. - Spot patterns. If three customers hit the same issue this week, you’ll be the first to notice and the one to flag it to product and engineering. - Contribute to our knowledge base. As you answer the same question for the fifth time, write the article that means no one ever has to ask it again. # What You Need **Background:** - We care much more about the type of person you are than where you’ve been. That said, some backgrounds that translate particularly well: - B2B SaaS support for non-technical end users - Customer success at a product-led company - Operations roles where you were the person people came to when something wasn’t working **Who you are:** - You’re a strong written communicator. You can write a one-paragraph reply that is warm, accurate, and free of jargon — and you can do it twenty times a day without losing the warmth. - You’re genuinely curious about how things work under the hood. You read error messages. You poke at the UI. You’re not afraid of a SQL query, a log file, or a CLI prompt — even if you’re not writing them from scratch yet. - You’re comfortable working with AI tools as part of your daily workflow, and capable of judging when the tool is wrong. You treat AI output as a draft, not a verdict. - You’re organized in a queue-driven environment. You can hold twenty open threads in your head and not drop any of them. When you say you’ll follow up, you follow up. - You hold a high standard for what “done” means. A ticket isn’t closed until the customer is actually taken care of. - You’re patient and empathetic as a default, not as an effort. You understand that when a customer is frustrated, it’s usually because their day is on fire — and you take that seriously. # Nice to Haves - Background in equipment rental, construction, agriculture, or another field-services industry. If you’ve lived the workflows our customers run, that’s a huge advantage — you’ll have instant credibility in every conversation. - Experience with support platforms like Pylon, Zendesk, or Intercom, and with tools like Slack, Linear, or Jira for cross-functional bug tracking. - Familiarity with reading APIs, JSON, or basic SQL — or the genuine appetite to learn it quickly. You don’t need to write code, but you need to be willing to read it when it helps. - Experience at a growing company where processes were being built at the same time as the work was getting done.