Customer Support Representative

Guidebook is the leading mobile app platform for events and engagement with a strong focus on higher education. Universities and colleges use Guidebook to run admissions events, orientation programs, and campus engagement to bring their student communities together. We are an ambitious team building a category-defining product, and we love working with people who care about education, technology, and bringing people together.

About The Job

We are looking for a Customer Support Representative to own frontline support. In this role, you will troubleshoot issues and serve as a calm, capable voice when our customers need it most.

A great Customer Support Representative is a true product expert who enjoys sharing their knowledge & creativity to drive customer retention. They find satisfaction in solving a hard ticket, in making a frustrated customer feel heard, and fine-tuning our AI-first operations to deliver consistently great customer experiences.

Please note: A short video is required with your application. See the “What to provide with your application” for details.

Key Responsibilities

• Technical Support – Own a queue of customer tickets, hopping on a phone/video call when needed, resolving issues, escalating thoughtfully, and writing clear, warm responses
• Product Expertise – Become fluent in Guidebook’s Builder CMS and the broader product suite
• Customer Advocacy – Identify trends in the customer experience and surface opportunities for improvement to Product and Engineering
• Weekend Support – Monitor the queue for critical issues on assigned weekends
• AI Optimization – Improve our AI tooling by evaluating its answers, maintaining documentation, and giving feedback to make it better

Within 3 Months, You’ll

• Achieve a strong working knowledge of our customer base, Guidebook’s Builder CMS, and our AI tools so you own the queue of customer tickets – resolving the majority without escalation
• Build collaborative relationships across Customer Success, Sales, Product, and Engineering

• Be a resident expert on our platform across customer use-cases and make meaningful improvements to the documentation informing our AI tools
• Advocate for customers by translating issues & insights into actionable recommendations

• Be an EDU domain expert
• Serve as a consultative advisor to drive customer success

You are genuinely curious about how things work. When something breaks, your instinct is to figure out why and pursue a real solution. You are comfortable working with all clients: from the most tech-minded & forward-thinking, to those using a smartphone for the first time. You are excited about making our AI tooling smarter, with a good instinct for when a human conversation matters more than an automated one.

Characteristics of the ideal candidate

• 1+ years of professional experience in SaaS support, customer success, or similar customer-facing role
• Outstanding written and verbal communication skills
• High attention to detail and strong organization skills
• Exceptional time & task management across multiple systems and tools
• Skilled at collaborating with a remote team working across multiple time zones
• Experience with the following tools is a plus, but not required: Zendesk, Fin (Intercom), Claude, Slack, Jira, Salesforce, and any modern CMS
• Familiarity with the events industry, higher education space is a plus, but not required

• Annual On-Target Earnings (OTE): $50,000-$55,000 depending on experience, with variable based on support and business performance

• 100% paid benefits: medical, dental, and vision
• Short-term and long-term disability
• Unlimited vacation time
• 401(k) program with matching benefits
• Stock options
• Awesome company culture and fun virtual hangouts
• MacBook and accessories to make you comfortable working from home
• Awesome annual company retreats

• Resume
• Cover letter
• A video no longer than 5 minutes with the following:
• State your name, the role you’re applying for, and the company you’re applying to
• Tell us what drew you to this role and our mission
• Tell us about a customer interaction you are especially proud of. What was the situation, and how did you help the customer?
• What is a school event, conference, or other event experience you will never forget? What made it great?
  

At Guidebook, we're committed to cultivating an inclusive work environment for everyone – and we know that's best achieved, in part, with a diverse workforce. We're working on increasing diversity across the company. If you're looking to join a team that is smart, highly motivated, and also values work/life balance, we can't wait to hear how you can add to our growing culture!

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.