The board
- Pay
- $83K • $13K – $14K Equity
- Where
- Chicago
- Posted
- Jul 23
Our mission is to empower independent supply stores with best-in-class technology. Think of your local hardware store or mom-and-pop nursery—these are our clients. From paint to lumber to flooring, over 200,000 such stores across the country sell over $1T of building materials annually using outdated, on-premises systems. We’re aiming to help them modernize so that they can continue to thrive.
Backed by leading investors including Battery, Bessemer and CRV, we've raised $48M across four rounds and are growing quickly: We're live in over 500 stores across the USA, Canada, and the Caribbean, and integrated with over 20 industry partners.
What you'd do
- Provide exceptional support via Intercom chat, email, and phone to hardware and paint store owners and their staff
- Diagnose issues through structured discovery (e.g. is it a product bug, a training gap, or a workflow mismatch?), before proposing a fix
- Perform data analysis and reconciliation work using spreadsheets to investigate balance discrepancies and help clients understand their numbers
- Collaborate with Engineering to communicate customer issues, submit detailed bug reports with reproduction steps, and help troubleshoot technical problems
- Leverage AI-assisted tools (Intercom AI, ChatGPT, Claude) to improve response quality, efficiency, and documentation
- Partner with Client Success team by escalating at-risk accounts, identifying training needs, and flagging patterns that indicate broader issues
- Contribute to knowledge base by documenting solutions, creating help articles in Notion, and improving self-service resources
- Maintain metrics including <24hr resolution time for 90%+ of tickets, <5min average first response time, and >80% customer satisfaction
- A conversational chat with Amanda, our founding recruiter, to get to know one another, share more about the role, and answer any initial questions you have.
What they want
- Exceptional attention to detail - You catch discrepancies others miss, especially when working with numbers and data
- Strong independent problem-solver - You can troubleshoot ambiguous issues without constant hand-holding
- Excellent written and verbal communication - You can explain complex concepts clearly to non-technical small business owners
- Organizational excellence - You can manage multiple priorities, juggle competing tickets, and maintain composure during high-volume periods
- Empathy for small business owners under pressure - paired with the composure to de-escalate a frustrated conversation
- Skilled at asking questions - ones that get past the stated symptom to the actual root cause
- Prior customer support or technical support experience in any industry
- Experience with SaaS products or technology companies
- Accounting, bookkeeping, or financial reconciliation background
- Retail, POS, or small business operations experience
What you get
- Base Salary: $105,000 annually
- Equity: $1,082
- Full medical, dental, and vision coverage (100% of premiums for you, 50% for dependents)
- Life Insurance
- 401k with Betterment
- Unlimited PTO with 10 company paid holidays
- In-office gym
- Daily team lunches
- Learning materials and audiobook subscriptions