The opportunity

We are a well-funded GenAI startup leading the way in AI-driven innovations. Our cutting-edge AI solutions are revolutionizing the Home Services industry.

As we continue to scale rapidly, we’re looking for a thoughtful, detail-oriented Customer Support Specialist to join our growing team. This person will serve as the front line for customer questions, troubleshooting, and issue resolution ultimately making customers feel supported, heard, and unblocked. You’ll work closely with Customer Success and Engineering to ensure a smooth customer experience and identify areas for improvement. This is a great opportunity for someone who thrives in a fast-pace environment and enjoys helping others.

Key responsibilities

• Manage a high volume of inbound tickets and resolve issues in a timely, efficient manner
• Triage technical issues and work with Engineering via Jira to drive towards resolution
• Follow internal SLAs to ensure consistent, high-quality support
• Keep customers informed on ticket progress and follow up proactively
• Identify and document recurring issues to help inform product improvements
• Maintain internal and extern knowledge base

Qualifications

• 2-3 years of experience in customer support or a related role
• Highly organized and able to prioritize competing tasks
• Communicate clearly and empathetically, even under pressure
• Are comfortable using support and technical systems like Jira, Pylon, Hubspot or similar tools
• Enjoy solving problems and helping others succeed

About Lace

Our mission is to unlock revenue automation for businesses around the world. Lace is pioneering the next generation of AI-powered call center solutions, driving massive revenue gains for our customers.

Businesses in the home remodeling, HVAC, and Plumbing industries receive thousands of customer calls every day. Lace analyzes those calls and helps companies generate millions. We grew 2023 revenues 400% in the first 6 months of 2024.

Why join us?

• Join a rapidly growing company that is transforming industries and is at the forefront of AI innovation.
• Work in a collaborative, high-energy environment with a talented and passionate team.
• Competitive salary, equity options, and comprehensive benefits package.
• Opportunity to make a significant impact on our customers’ success and our company’s growth.