{"id":2480784,"url":"https://alion.io/job/signpostai-customer-support-specialist","title":"Customer Support Specialist","company":{"id":456228,"name":"SignpostAI","domain":"signpost.com","url":"https://alion.io/company/signpost-3","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":45000,"max":55000,"currency":"USD","period":"year","gross":null,"usd_annual":55000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-10-13T19:55:20Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-23T14:23:07Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Role at a glance\nWe're hiring three full-time Support Specialists to help home service businesses get the most out of SignpostAI.\n\nReports to\n\nDirector of Customer Operations\n\nLocation\n\nGreater Austin area, TX\n\nWork arrangement\n\nHybrid: 2 days in office, 3 days remote\n\nEmployment type\n\nFull-time\n\nSalary\n\n$45,000 to $55,000 per year\n\nOpenings\n\n3\n\nSchedule\n\nOne fixed shift between 8:00 AM and 6:00 PM Central, Monday through Friday, plus a rotating on-call shift about one weekend a month\n\nAbout SignpostAI\nSignpostAI is the back office for the hardest-working people in business. We build technology that helps local service businesses (plumbers, HVAC companies, electricians, roofers, and other home service pros) answer every call, capture leads, book jobs, and grow.\nOur products include AI answering, live receptionist services, and website and marketing tools. Our customers are busy owners who are often out in the field. Our job is to make their lives easier.\nAbout the role\nAs a Support Specialist, you'll be the first person our customers reach when something isn't working or they have a question. You'll answer calls, emails, and chats, fix what you can, and get the right people involved when you can't.\nThis role is a great fit for someone who loves helping people, picks up new systems fast, and likes owning a problem until it's solved. You'll work closely with our Customer Success Managers (CSMs) and Builders, and your insights will help shape how we improve our products.\nWhat you'll do\nAnswer customer calls, emails, and chats quickly and in a friendly way.\nTroubleshoot AI answering issues, like calls not being handled the way a customer expects.\nHandle live receptionist feedback and complaints, and make sure they get resolved.\nFix call routing problems and help customers understand how their calls flow.\nAnswer SMS and A2P 10DLC questions, including registration status and texting rules.\nHelp customers with website and marketing questions.\nAnswer general billing questions and route invoice or payment specifics to the right person.\nExplain technical topics in plain, simple terms.\nLog every interaction, issue, and fix in HubSpot.\nEscalate complex issues to the right team and follow up until the customer is taken care of.\nSpot recurring problems and share them with the team so we can fix the root cause.\nHelp build and update support docs, processes, and best practices.\nWhat this role doesn't cover\nSupport Specialists focus on fixing problems and answering questions. These go to other teams:\nAccount strategy and long-term planning (CSMs)\nInvoice and billing specifics, like credits, refunds, or charge disputes\nPlan upgrades, downgrades, and cancellations (CSMs)\nNew account setup and script building (Builders)\nWhat we're looking for\n1 to 2 years of experience in customer support, customer service, SaaS support, or a similar customer-facing role (preferred).\nTech savvy, with the ability to pick up new systems and processes quickly.\nClear, friendly communication on the phone and in writing.\nA collaborative team player with a servant's heart. You genuinely want to help customers and teammates.\nPatience and empathy, especially with frustrated or stressed customers.\nStrong organization and attention to detail.\nAble to juggle several customer issues and prioritize well.\nA self-starter who owns problems instead of waiting for someone else to.\nComfortable in a fast-paced startup where priorities can shift.\nAvailable for a rotating weekend on-call shift about once a month.\nBonus: experience with HubSpot, Aircall, Slack, or other CRM, phone, or help desk tools.\nBonus: familiarity with home service businesses, phone systems, or business texting.\nHow success is measured\nYour performance will be measured mainly by response time and ticket volume. Beyond the numbers, success means customers feel:\nHeard: they know we're listening and understand their needs.\nSupported: they can count on us when something isn't working.\nEmpowered: they know how to get the most from SignpostAI.\nConfident: they trust us to follow through.\nOur values\nChampion Local Business: We respect the vital role local businesses play in their communities, and their success is the whole point of what we do.\nSolve Problems Together: We're one team, focused on solutions instead of blame. When something breaks, we fix it and learn from it.\nMake Decisions and Move Boldly: We think like the entrepreneurs we serve. We move fast, celebrate real impact, and treat our work like it matters.\nOwn Our Impact and Deliver Results: We hold ourselves accountable for outcomes, not just effort. We do what we say and follow through.\nWhat we offer\n$45,000 to $55,000 annual salary\nHybrid schedule from our Austin-area office: 2 days in office, 3 days remote\nMedical, dental, and vision benefits\nPTO and paid holidays\nTraining, mentorship, and room to grow\nThe energy and impact of a growing startup\nSnacks and drinks in the office\nWhy SignpostAI?\nThe work you do here has a direct impact on real businesses. Our customers aren't just users behind a screen. They're plumbers, HVAC techs, electricians, and roofers who count on us to keep their phones answered and their businesses moving.\nIf you love helping people, solving problems, and owning the outcome, we'd love to meet you. Apply today and help us build for the people who build everything else.\nSignpostAI is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status. 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