Customer Success & Support Specialist

About us

Shapes is on a mission to reinvent how companies run their people operations in the AI era. We're building the world's first truly AI-native people platform - a single place where HR processes come together, get customized in minutes, and actually run themselves. We're a small, fast-moving team that loves building ambitious things with a bias for action. If you want to shape the foundation of something big, not just plug into an existing machine, this is the place.

About the role

This is a dual role: support-first, with a meaningful CS dimension. You'll own first response and resolution for our entire customer base, and you'll manage a book of SMB accounts through the full customer lifecycle. Owning real accounts gives you the product depth and customer context that makes support genuinely good - and vice versa.

We have the infrastructure in place - Intercom, a knowledge base, and escalation paths. Your job is to run it well and make it better over time.

This role sits inside a CS team that is actively developing and optimizing the Customer Success operating system - the playbooks, frameworks, and processes that define how Shapes serves customers at scale. You'll have a real hand in improving it.

Your responsibilities will include:

Support (primary)

• Owning first response and resolution for all inbound customer tickets via Intercom, across our full customer base

• Running and improving our support infrastructure - routing rules, escalation paths, macros, and the knowledge base

• Tracking CSAT, identifying patterns in recurring issues, and continuously raising the quality of the support experience

• Capturing product feedback from support conversations and routing it to the product team

Customer Success

• Managing a book of SMB accounts through onboarding, adoption, and renewal

• Running structured onboarding for new customers - from kickoff through go-live

• Monitoring account health and proactively surfacing risk before it becomes churn

• Building strong day-to-day relationships and championing continued product adoption and value

Your experience & skills

We are looking for a candidate with:

• 1-2 years of experience in a customer success, account management, or customer support role, ideally in B2B SaaS

• Native or fluent English and Hebrew - both are required for this role

• The ability to move fluidly between reactive support work and proactive relationship management

• Strong organisational skills and genuine care for the customer experience

• Familiarity with tools like Intercom, HubSpot, or similar (Intercom experience is a plus)

• A self-starter mentality with the ability to manage competing priorities independently

• A collaborative, high-energy attitude - this role sits at the centre of the CS team