Customer Support Specialist at Artisan

Customer Support Specialist About Us We're building AI employees. Not chatbots. Not copilots. Autonomous digital workers that do real jobs. Our first, Ava, is an AI BDR used by hundreds of companies. She researches leads, writes and sends emails in a customer's voice, runs multi-step outbound sequences, manages her own deliverability infrastructure, self-optimizes over time, and handles objections and meeting booking. She's not a tool someone uses. She's a teammate. We're a YC W24 company, have raised $35M+ from investors including Y Combinator, and are at $8M+ ARR. Right now we're building Ava 2.0, a step change in what an AI employee can do. The engineering problems are hard and the surface area is enormous. The Role Artisan isn't a single product. It's an entire working platform that replaces the sales stack - CRM, inbox, dialer, lead database, campaign engine, website visitor tracking, and AI agent management, all in one product. As a Customer Support Specialist, you will be on the frontlines of how users experience Artisan. This is not a ticket-closing role. You’ll help users understand, adopt, and succeed with a fundamentally new way of working alongside AI employees. You’ll operate at the intersection of product, engineering, and customers — resolving issues, uncovering patterns, and shaping how support evolves in an AI-native world. This is a high-ownership, high-context role. You won’t just solve problems. You’ll help define what great support looks like for AI employees. What You’ll Do - Support customers end-to-end Own customer interactions across chat, email, and other channels. Resolve issues quickly while ensuring a high-quality, human experience. - Help users succeed with AI employees Guide customers in understanding how Ava works, what she’s doing, and how to get the most value out of her. This isn’t traditional support - you’re helping users adapt to a new paradigm. - Turn problems into product insights Identify patterns in customer issues and feedback. Surface insights to product and engineering to improve the platform. - Work closely with product and engineering Collaborate with internal teams to debug issues, escalate bugs, and ensure fast resolution. You’ll be close to how the product actually works. - Create clarity from ambiguity Handle complex, sometimes undefined issues. Break them down, communicate clearly, and guide customers to resolution. - Build support infrastructure Help improve internal processes, documentation, and tooling. Contribute to building a scalable, high-quality support function. - Drive speed and quality Balance fast response times with thoughtful, accurate support. We move quickly, but quality always matters. - Own customer experience metrics Care about response times, resolution rates, and - most importantly - customer satisfaction and retention. Who You Are - Native-level British English speaker - 1–4+ years of experience in customer support, customer success, or similar roles - Strong communicator - clear, concise, and empathetic - Comfortable working with technical products (B2B SaaS experience is a plus) - Curious and proactive - you don’t just answer questions, you dig deeper - Able to handle ambiguity and think critically about problems - Highly organized and detail-oriented - Excited about AI and how it changes the way people work Bonus: - Experience supporting CRM, outbound, or sales tools - Experience in fast-paced startup environments - Familiarity with APIs, integrations, or technical debugging - Experience working with AI products or automation tools Why This Role - Front-row seat to a new product paradigm You’ll be helping users navigate how to work with autonomous AI teammates - something that doesn’t have a playbook yet. - Real impact on the product Support isn’t a back-office function here. Your insights will directly shape what we build and how it works. - Ownership and growth You’ll have autonomy, responsibility, and the chance to grow quickly as the company scales. - Speed and learning We move fast, ship constantly, and solve hard problems. You’ll learn a lot, quickly. - Competitive salary + meaningful equity We compensate for impact. Details Location: Remote (UK) Team: Customer Success Interview Process - Introductory chat with our recruiter - Short interview with the Support / CX team - Take-home exercise (practical support scenario) - Final interview - Culture and values interview Our Culture and Values - Founder mindset Everyone acts like an owner: take initiative, think big, challenge ideas, and push for 10x outcomes. - Obsessed with impact We apply the 80/20 rule, kill sunk costs quickly, and focus on what actually moves the needle. - Customer-first, always Every decision starts with the customer experience. - High standards, every detail Quality matters in everything we ship — including support. - Clear, direct communication We value candor, fast responses, and real feedback. - Winning team energy Positive vibes, low ego, zero drama. We genuinely enjoy building together.