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Customer Experience Associate
Full-time
About The Role
This is an early, high-leverage hire at Suppli. As one of our first customer-facing team members, 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 founders, 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
You own the outcome, not just the ticket. You ask why an issue happened, whether it will happen again, and 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 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 communicate with precision and warmth. Your responses are clear and human — not robotic, not over-apologetic.
You have a bias for action. When something is broken, you fix what you can and escalate what you can't. When there's no playbook, you write one.
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.
Resolve support requests end-to-end. Own inbound support across email, chat, and calls. Use AI tools to draft, research, and respond faster than feels possible manually.
Impact our support infrastructure. Maintain the help center and FAQs. Optimize systems that let us scale knowledge rather than headcount.
Work cross-functionally. Partner with product on prioritization and with engineering on reproducing and resolving bugs.
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
Demonstrable AI-native workflow — you can walk us through how you use AI tools to move faster today
Strong written communication — clear, warm, and precise
Comfort with ambiguity and high ownership mindset
Technical curiosity — can read a basic error message and communicate clearly with a technical team
