Reacher is the AI TikTok Shop affiliate software for running a TikTok Shop affiliate program at scale — automate creator discovery, outreach, CRM, and affiliate campaigns in one platform. Backed by Y Combinator.
About the role
We’re hiring a Customer Support Specialist to be the first line of help for every Reacher customer. You’ll own the support queue across in-app chat and our VIP client channels (Slack, WhatsApp, Lark), resolving issues fast, teaching customers how to get the most out of the platform, and getting bugs into engineering’s hands with everything they need to fix them. This is a high-ownership role on a small team, so you’ll shape how support runs, not just work the queue. Found on 1752vc Careers, the job board for startup and VC roles.
More about this role
We’re hiring a Customer Support Specialist to be the first line of help for every Reacher customer. You’ll own the support queue across in-app chat and our VIP client channels (Slack, WhatsApp, Lark), resolving issues fast, teaching customers how to get the most out of the platform, and getting bugs into engineering’s hands with everything they need to fix them. This is a high-ownership role on a small team, so you’ll shape how support runs, not just work the queue.
Own first response across all channels, hitting a 1-minute weekday first-response target and ~30 minutes on weekends across ~100 to 150 tickets a week
Troubleshoot and resolve product issues end to end (automations, outreach, sample approvals, GMV Max, Spark Codes, integrations, billing) without waiting on engineering where you don’t have to
Keep the Pylon queue clean: max 30 open tickets per person, 24-hour follow-ups on tickets waiting on the customer, daily pipeline cleanup at shift start and end
Reproduce bugs and file clear engineering tickets in Linear (shop, shop ID, contact, what’s happening, on which page), chase them internally across US and EU engineering hours, and close the loop with the customer
Turn “the...
Browse similar: AI jobs · AI startup jobs · Startup jobs · Remote jobs