{"id":3789346,"url":"https://alion.io/job/reacher-customer-support-specialist","title":"Customer Support Specialist","company":{"id":689306,"name":"Reacher","domain":"reacherapp.com","url":"https://alion.io/company/reacherapp","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"C","score":68,"open_postings":13,"ghost_share":0.538,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Slack","optional":false},{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-11-05T01:18:17Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-14T01:04:07Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":9},"description":"The Role\nWe’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.\nWhat You’ll Do\nOwn 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\n\nTroubleshoot 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\n\nKeep 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\n\nReproduce 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\n\nTurn “the tool is broken” into “here’s how it works”: educate customers on features and best practices, and keep help-center articles and macros current so repeat questions get faster answers\n\nSpot frustrated or at-risk accounts, disputed charges and cancellation intent early and hand them to the CSM team with context\n\nCapture feature requests and friction patterns and feed them back to product and CS\n\nCover VIP client channels with the same speed and care as the in-app queue\n\nYou’ll Be Successful If You\nHave 2+ years in customer support or a frontline client-facing role, ideally at a SaaS company\n\nKnow TikTok Shop and its affiliate ecosystem, or can learn it fast; prior exposure to Seller Center or creator outreach tools is a plus\n\nAre a clear, calm writer who can de-escalate, explain, and keep a customer confident while an issue is being fixed\n\nAre technical enough to reproduce issues, read error states, and write a bug report an engineer can act on without a follow-up question\n\nAre disciplined about the queue: you don’t let tickets go stale and you follow through on every open thread\n\nCan work US or EU-overlap hours with some weekend coverage\n\nThrive in a fast-paced startup where process is still being built and you’re expected to help build it","description_format":"text","description_chars":2485,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Influencer Marketing","Social Commerce"],"lifecycle":[{"event":"open","at":"2026-11-05T05:37:57Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.599,"p_room":1,"age_days":7,"expected_fill_days":33,"reasons":["seen:7","stale_co","win:early"],"computed_at":"2026-11-12T10:38:37Z"},"pay":null,"html_url":"https://alion.io/job/reacher-customer-support-specialist","json_url":"https://alion.io/job/reacher-customer-support-specialist.json","meta":{"generated_at":"2026-11-14T05:46:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9783,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":689306},"rest":"https://alion.io/mcp/rest/get_company?id=689306"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Freacher-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Freacher-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Freacher-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/reacher-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Freacher-customer-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3789346}},{"tool":"search_jobs","arguments":{"company":"reacherapp.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3789346},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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