Role description
GlazierCompany Description
Glazier is a venture-backed, seed-stage company based in New York City, focused on building next-generation software for glass and glazing contractors. Currently, glass contractors rely on outdated, desktop-only tools or generic subcontractor software that does not match their specialized workflows. Glazier is creating a comprehensive, modern platform tailored to the unique operational needs of glass contractors, helping them streamline processes and run more efficient, data-driven businesses. Team members join an early-stage environment where their contributions directly shape the product and the customer experience.
The Role:
We're hiring our first dedicated Customer Support Associate to own the Intercom inbox, build out our knowledge base, scale Fin AI deflection, and connect support directly to customer retention and revenue. This is a hands-on, high-ownership role - you'll handle tickets yourself while building the function from the ground up.
What You'll Do
- Own the Intercom inbox (in-app chat + email) end-to-end
- Triage and resolve tickets spanning AIA billing, QuickBooks sync, job costing, scheduling, imports, and time tracking
- Reproduce and document bugs clearly before escalating to engineering
- Build and maintain Intercom Articles covering the top customer workflows
- Expand Fin AI coverage — identify gaps, write training content, monitor resolution rates
- Surface inbox patterns as product feedback weekly
Who You Are
- 2+ years in customer facing roles that include internal and external documentation
- Experience working with customers at a high touch, white glove level. We expect our ideal candidate to utilize critical thinking to ensure best results using our internal systems, resources, and their general discernment.
- Strong, clear writer - able to explain complex workflows.
- Bonus: background in construction, contracting, financial, or accounting specific software.
How Success Is Measured
Knowledge Base
- 10 new KB articles/month in 1st month post onboarding
- Full article coverage of top 3 support topics within 90 days
Fin AI Performance
- Creating Fin Resolution rates KPI’s
- Fin-handled conversation share growing quarter over quarter
Revenue Impact
- Support CSAT ≥ %
- Churn risk flags surfaced to CS weekly
Compensation:
- This role has a budget of $60-$65K annually alongside a competitive benefits package & equity.