Customer Support

Overview

Our engineers currently handle support on rotation. They are good at it, but every hour on tickets is an hour not shipping product, and we’re growing too fast for that tradeoff. We need someone who makes support their craft: fast on replies, deep on product knowledge, and always making the system better so the same problem doesn’t come up twice.

• Own support and make it better every week. Our AI agent handles first-line tickets. You own everything it can’t, and you continuously improve its coverage so the queue gets smarter over time. Every resolved ticket should leave a trail: an updated article, a refined AI response, a pattern flagged.
• Know the product cold. You’ll understand how Circleback works deeply enough to diagnose issues, distinguish user error from product bugs, and give engineering clear, useful context when you triage. Not writing code, but confident one layer below the surface.
• Communicate with clarity across a wide range of users. Circleback is a horizontal product. Your customers span roles, industries, and technical backgrounds. Whether you’re helping a non-technical user on a single ticket or writing a support article that needs to work for everyone, you explain things in simple, easy-to-understand terms.
• Build compounding systems. Support articles that prevent tickets. Triage workflows that save engineering time. Knowledge base improvements that make AI resolution rates climb. You think about what reduces next week’s volume, not just today.
• Be the customer signal to the rest of the team. Three tickets about the same thing means something needs to change. You surface patterns, push for fixes, and close the loop with customers when we ship them.

• You're AI-native. You instinctively reach for AI tools to scale yourself. You don’t just use the tools we give you. You’d build your own workflows to make your job easier if we didn’t.
• You understand products deeply. You’re the person who pokes at every feature when you try a new app. You think about why something works the way it does, not just how to use it. That curiosity is what makes you effective at triaging with engineers.
• You compound. You’ve built or maintained knowledge bases, support docs, or internal playbooks before, and you did it because you hate solving the same problem twice, not because someone told you to.
• You're fast and clear. Natural urgency about unresolved problems. Writing that's warm, specific, and gets to the answer quickly.

Tell us about a system you built to make your own job easier. What was the problem, what did you build, and what impact did it have?

Job code: EX-

Job type:
Full-time

Location:

Circleback

Circleback

Be vigilant about potential scams, phishing attempts, or fraudulent activities, and seek credible sources or reviews to assess the trustworthiness of the company. Remember, your personal and financial security is paramount, and taking preventive measures is crucial to safeguarding your information from potential risks and unauthorized use. Support Finity is not responsible for any consequences that may arise from disclosing such information to unauthorized or fraudulent entities.