Customer Support Specialist at Scribe

About Scribe

Scribe is where exceptional people come to do the best work of their careers. More than 94% of the Fortune 500 use Scribe to own their specialized intelligence: the unique way their teams work, decide, and get things done. Our Specialized Intelligence platform automatically captures how work happens and turns it into a living asset that helps people and AI agents do their best work.

We're growing fast; since our founding in 2019, we've grown to 7 million users across 600,000 businesses. Based in San Francisco, we've been named a LinkedIn Top Startup, are valued at over $1 billion, and are backed by leading investors. Join us in our mission to transform how people do work.

📌 About the Role

Scribe customers rely on fast, accurate support to keep their work moving, and right now that responsibility sits with you. You'll own the full support experience: resolving issues with judgment, catching patterns before they become bigger problems, and making sure the right feedback reaches Product and Engineering. The processes exist, but the function is still evolving, so you'll help shape how support works as much as you execute it.

🛠️ What You'll Do

• Resolve customer issues across channels with speed, accuracy, and clear communication

• Build product expertise deep enough to answer complex, technical questions independently

• Escalate the right issues to the right teams, with the context they need to act fast

• Spot recurring customer problems and turn them into documentation, process fixes, or product feedback

• Strengthen internal resources so the next answer is faster than the last

• Partner with Customer Success, Product, and Engineering to close the loop on customer-reported issues

• Take on more complex or ambiguous cases as you build judgment in the role

🔍 What We're Looking For

• You're a native English speaker who writes and speaks with clarity and precision

• You've spent 2-3 years in a customer support role, handling real ticket volume and real edge cases

• You've worked in Zendesk, Notion, and Stripe, or picked up similar tools fast enough that it didn't matter

• You research your way to an answer instead of waiting for someone to hand you one

• You stay calm and keep moving when a product changes under you or a process isn't fully defined yet

• You explain technical or product concepts in plain language, without losing accuracy

✨ Nice to have

• Hands-on experience with AI tools like Claude or Dust in a support or workflow context

• Experience contributing to support documentation or knowledge bases, not just using them

• Background supporting a technical or fast-changing product

🚫 This role is not for you if

• You'd rather escalate everything than dig for the answer yourself

• Ambiguity slows you down instead of sharpening your focus