Customer Experience Associate

About the Role

This is an early, high-leverage hire at Suppli. As an early customer-facing team member, you won't just close tickets — you'll be building meaningful relationships with our customers who will know you by name. You'll work directly with our Head of Support & Customer Operations, engineers, and customers to make sure every interaction with Suppli feels fast, human, and genuinely helpful.

We're looking for someone who takes full ownership, moves without being asked, and uses AI not as a novelty but as a daily tool — to draft faster, research smarter, and spend their time on the things that actually matter.

Who Thrives Here (read this first — it saves everyone time)

You own the outcome, not just the ticket. You don't close a support request and move on — you ask why it happened, whether it will happen again, and what we should do about it. You connect the dots between individual issues and systemic problems.

You're AI-native, not AI-curious. You use tools like Claude, ChatGPT, or similar every day — to draft responses, summarize call transcripts, research edge cases, and build internal documentation faster than anyone expects. You don't wait to be taught; you find the workflow yourself.

You context-switch well. One hour you're triaging a complex onboarding issue. The next you're writing a help article, logging a bug in Linear, and jumping on a quick call with a supplier. You don't lose the thread. You thrive in the fluidity.

You communicate with precision and warmth. You write responses that are clear and human — not robotic, not over-apologetic. On a call, you put customers at ease and come away with useful information. You can translate a technical issue into plain language and a customer complaint into a clear product requirement.

You have a bias for action. When something is broken, you fix what you can and escalate what you can't. You take ownership of gaps without being asked.

This isn't a 9–5 role. Building a great company means going the extra mile. We're not a face-time culture, but when it matters — and it will — you're there.

What You'll Own

Be the voice of the customer internally. Synthesize patterns from inbound issues, calls, and conversations into clear product feedback. Log bugs and feature requests in Linear with enough context that engineering can act on them. You're the best signal we have on what's broken and what's missing.

Resolve support requests end-to-end. Own inbound support across email, chat, and calls — from triage to resolution. Use AI tools to draft, research, and respond faster than feels possible manually. Escalate intelligently when needed; close the loop always.

Impact our support infrastructure. Maintain our help center and FAQs. Optimize the systems that let us scale knowledge rather than headcount. When you see a recurring question, your instinct is to eliminate it.

Work cross-functionally. You're the connective tissue between what customers are experiencing and what the team is building. Partner with product on prioritization and with engineering on reproducing and resolving bugs. You'll often know the answer before anyone else does.

Must-Have

• 2+ years of customer support or customer success experience in a B2B environment within accounting, payments, and adjacent industries

• Experience in integration heavy environments

• You're an early riser - you don't have a problem starting your day at 8AM ET

• Demonstrable AI-native workflow — you can walk us through how you use AI tools to move faster and do better work today

• Strong written communication — your responses are clear, warm, and precise. You can write a help article and a bug report with equal care

• Comfort with ambiguity — you've worked in an environment where the playbook didn't exist yet and you helped build it

• Technical curiosity — you're not an engineer, but you can read a basic error message, understand a workflow, and communicate clearly with a technical team

• High ownership mindset — you notice gaps, you close them, and you don't need to be asked twice