Customer Support Specialist at Eyebot

ABOUT EYEBOT Eyebot is an outcome-focused technology company on a mission to make vision care accessible to everyone, equally. Headquartered in Boston’s North End and Charlestown neighborhoods and backed by top investors and the National Science Foundation, our vision test kiosk is reshaping how vision care is delivered. If you are passionate about solving big problems and building the future of vision care, we would love to hear from you. ABOUT THE ROLE We’re hiring a Customer Support Specialist to be a trusted, thoughtful resource for Eyebot users, our retail partners, and our clinical team. This role is best suited for someone with meaningful, hands-on customer support experience who knows how to navigate different audiences with empathy, clarity, maturity, and good judgment. You’ll often balance the needs of end customers, retail teams, and clinical staff. Your ability to communicate thoughtfully, remain calm and steady under pressure, and keep the customer experience at the center of decisions will be key to success. This is a hybrid role with shifts scheduled within the hours of 12pm - 10pm, seven days a week, including weekends. Team members work five shifts per week, consistently 37-40 hours, with specific schedules assigned and shared at least 30 days in advance. We work collaboratively on scheduling month to month, so you'll have real input into what your schedule looks like. During your onboarding period, you can expect to be onsite 3-4 days per week; once you're up to speed, that shifts to one day per week, with no onsite requirement on weekends. Team members also participate in a rotating on-call schedule for urgent support needs, evenly distributed and communicated at least 30 days in advance. Our on-site office is located in Boston’s North End. WHAT YOU’LL DO: - Support Eyebot users, retail partners, and clinical staff with questions related to kiosk use, workflows, results, and overall customer experience, providing clear guidance, empathy, and reliable support so interactions run smoothly - Spend the majority of your time in Zendesk (email, phone, chat), managing tickets with accuracy, logging details, categorizing correctly, prioritizing thoughtfully, and following through to resolution - Know when to collaborate and when to own, escalating issues to the appropriate teams when needed while ensuring communication remains cohesive and customer-centered - Identify patterns, recurring questions, and opportunities to improve processes, communication, and resources - Represent Eyebot’s mission and values in every interaction, bringing warmth, professionalism, empathy, and trust WHAT WE'RE LOOKING FOR: - 3–5 years of customer service or customer-facing support experience, ideally in environments where accuracy, sensitivity, and judgment matter (healthcare, consumer tech, or partner support experience translate well) - Exceptional communication skills - clear, calm, human, and helpful, even when situations are complex - Strong emotional intelligence; you know how to read situations, adapt your approach, and meet people where they are - A proactive problem-solver who takes ownership from start to finish and doesn’t let things drop - Highly organized with excellent attention to detail, especially in documentation and follow-through - Comfortable working across tools like Zendesk, Slack, and Google Suite - Empathetic, dependable, positive, and thoughtful when handling sensitive or nuanced situations - Curious and excited to learn - we’ll teach you anything you need to know about optical and Eyebot, specifically WHO YOU ARE - Energized by being helpful and making things easier for others - Comfortable in a fast-paced, growing environment - Someone who follows through and takes accountability - Collaborative, low-ego, and easy to work with - Proud of doing great work that helps real people WHAT WE OFFER: - Starting target salary in the range of $65,000-$75,000, commensurate with experience. - Meaningful equity - you're building this with us and should share in what we create - Flexible work schedule with unlimited PTO - we care about the work you do, not the hours you log - Health, dental, and vision insurance - Employer-sponsored 401(k) - Commuter support and wellness benefits - including tools like Calm and Cariloop to help you perform at your best - A culture where all ideas are welcome, no matter how out there — that's how Eyebot started, and it's how we keep moving forward - Collaborative offices in Boston's North End (with a waterfront view) and Charlestown neighborhoods, with regular team lunches - The opportunity to build products that improve lives and reshape how vision care is delivered. APPLY — EVEN IF YOU'RE NOT SURE We know that job descriptions can feel like long checklists, and that talented people sometimes talk themselves out of applying. If you're excited about this role and the mission but don't meet every single requirement, we still want to hear from you. Eyebot is committed to building a diverse and inclusive team, and we welcome applicants of all backgrounds, identities, and experiences. Eyebot is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.