Nooks is the AI Sales Assistant Platform (ASAP) that automates the busywork so reps can focus on the human part of selling and generate more sales pipeline. Nooks has helped thousands of sales reps hit quota, saved customers hundreds of thousands of hours, and powered hundreds of millions of dollars in pipeline. Nooks is loved by sales teams at companies like 1Password, Fivetran, Greenhouse, and hundreds more. For more information, visit Nooks.ai.
Do you enjoy working with early-stage products? Have a passion for AI? We’re hiring our first support team member for our innovative AI Prospector product.
In this role, you’ll leverage your technical expertise and problem-solving skills to deliver exceptional support, solving immediate issues while proactively identifying and addressing underlying trends to prevent future roadblocks. You will also play a pivotal role in shaping this support - troubleshooting best practices and building a robust knowledge base - to help set the foundation for scalable success.
This role is ideal for someone who thrives in a fast-paced environment with a rapidly changing product, enjoys collaborating with Engineering, and brings a curious, solution-oriented mindset to every interaction.
Responsibilities
Customer excellence: Provide prompt, empathetic, and clear communication to help users resolve issues while creating a positive and memorable support experience.
Technical expertise: Debug and troubleshoot recurring and more complex technical problems across our platform, collaborating with engineering teams to escalate and resolve issues as needed.
Proactively solve problems & advocate for customers: Identify patterns in support requests to address root causes, anticipate user needs, and improve the product. Share insights and feedback with internal teams to ensure customer needs are at the forefront of product decisions and drive continuous improvement.
Establish cross-functional relationships: Collaborate closely with engineering, product, and customer success teams to streamline processes and enhance the overall user experience.
Support, teach, and build knowledge: Foster a culture of continuous learning by sharing expertise, mentoring teammates, and contributing extensively to a robust knowledge base that empowers users and reduces repetitive inquiries
Meet KPIs for Support: Consistently achieve key performance metrics, such as response times, resolution times, and customer satisfaction scores.
Assist with Technical Support tools and operations: Develop internal tools to improve troubleshooting efficiency and effectiveness and minimize triage time by Engineering.
Required Experience
6+ years of Technical Support experience providing end-user support on complex, feature-rich B2B SaaS platforms.
3+ years of experience with advanced troubleshooting and problem-solving, handling escalated or more complex issues.
3+ years of experience with API troubleshooting and/or tools.
Demonstrated success collaborating with Engineering to resolve issues and avoid recurrences.
Demonstrated success providing support through Slack, live chat channels, and email.
Proficient in real-time troubleshooting, including video conferencing and remote access.
Excellent written and verbal communication skills.
Self-starter with experience learning and working with a rapidly changing SaaS platform in an early-stage startup.
Proven ability to work independently and manage multiple tasks efficiently.
Nice to have
Experience with AI-enabled solutions.
Experience with AI prompting and building workflows.
Technical experience with the sales tech stack, including Salesforce, HubSpot, Outreach, Salesloft, and Gong. (Experience as a Salesforce admin preferred.)
Experience writing/editing customer-facing Help Center articles.
We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission. We pay all employees competitively relative to the market. On top of this, we offer equity, generous perks, and comprehensive benefits.
Nooks is an equal opportunity employer committed to fostering a diverse and inclusive workforce. We believe in providing equal employment opportunities to all individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law.
Nooks does not discriminate in hiring, promotion, compensation, or any other employment practices, and we are committed to ensuring a workplace that is free from discrimination, harassment, and retaliation. We encourage individuals from all backgrounds to apply and join our team.
