{"schemaVersion":"jobsearcher.job.v1","id":"d503410656aa968ebf8dbf2d","url":"https://jobsearcher.com/jobs/d503410656aa968ebf8dbf2d","canonicalUrl":"https://jobsearcher.com/jobs/d503410656aa968ebf8dbf2d","title":"Customer Support Representative","description":"About Guidebook\n\nGuidebook is the leading mobile app platform for events and engagement with a strong focus on higher education. Universities and colleges use Guidebook to run admissions events, orientation programs, and campus engagement to bring their student communities together. We are an ambitious team building a category-defining product, and we love working with people who care about education, technology, and bringing people together.\n\nAbout the job\n\nWe are looking for a Customer Support Representative to own frontline support. In this role, you will troubleshoot issues and serve as a calm, capable voice when our customers need it most.\n\nA great Customer Support Representative is a true product expert who enjoys sharing their knowledge & creativity to drive customer retention. They find satisfaction in solving a hard ticket, in making a frustrated customer feel heard, and fine-tuning our AI-first operations to deliver consistently great customer experiences.\n\nPlease note: A short video is required with your application. See the “What to provide with your application” for details.\n\nKey responsibilities\n\nTechnical Support – Own a queue of customer tickets, hopping on a phone/video call when needed, resolving issues, escalating thoughtfully, and writing clear, warm responses\n\nProduct Expertise – Become fluent in Guidebook’s Builder CMS and the broader product suite\n\nCustomer Advocacy – Identify trends in the customer experience and surface opportunities for improvement to Product and Engineering\n\nWeekend Support – Monitor the queue for critical issues on assigned weekends\n\nAI Optimization – Improve our AI tooling by evaluating its answers, maintaining documentation, and giving feedback to make it better\n\nYour first 12 months\n\nWithin 3 months, you’ll:\n\nAchieve a strong working knowledge of our customer base, Guidebook’s Builder CMS, and our AI tools so you own the queue of customer tickets – resolving the majority without escalation\n\nBuild collaborative relationships across Customer Success, Sales, Product, and Engineering\n\nWithin 6 months, you’ll:\n\nBe a resident expert on our platform across customer use-cases and make meaningful improvements to the documentation informing our AI tools\n\nAdvocate for customers by translating issues & insights into actionable recommendations\n\nWithin 12 months, you’ll:\n\nBe an EDU domain expert\n\nServe as a consultative advisor to drive customer success\n\nAbout you\n\nYou are genuinely curious about how things work. When something breaks, your instinct is to figure out why and pursue a real solution. You are comfortable working with all clients: from the most tech-minded & forward-thinking, to those using a smartphone for the first time. You are excited about making our AI tooling smarter, with a good instinct for when a human conversation matters more than an automated one.\n\nCharacteristics of the ideal candidate\n\n1+ years of professional experience in SaaS support, customer success, or similar customer-facing role\n\nOutstanding written and verbal communication skills\n\nHigh attention to detail and strong organization skills\n\nExceptional time & task management across multiple systems and tools\n\nSkilled at collaborating with a remote team working across multiple time zones\n\nExperience with the following tools is a plus, but not required: Zendesk, Fin (Intercom), Claude, Slack, Jira, Salesforce, and any modern CMS\n\nFamiliarity with the events industry, higher education space is a plus, but not required\n\nCompensation\n\nAnnual On-Target Earnings (OTE): $50,000-$55,000 depending on experience, with variable based on support and business performance\n\nPerks\n\n100% paid benefits: medical, dental, and vision\n\nShort-term and long-term disability\n\nUnlimited vacation time\n\n401(k) program with matching benefits\n\nStock options\n\nAwesome company culture and fun virtual hangouts\n\nMacBook and accessories to make you comfortable working from home\n\nAwesome annual company retreats\n\nWhat to provide with your application\n\nResume\n\nCover letter\n\nA video no longer than 5 minutes with the following:\n\nState your name, the role you’re applying for, and the company you’re applying to\n\nTell us what drew you to this role and our mission\n\nTell us about a customer interaction you are especially proud of. What was the situation, and how did you help the customer?\n\nWhat is a school event, conference, or other event experience you will never forget? What made it great?\n\nEqual Opportunity Employer\n\nAt Guidebook, we're committed to cultivating an inclusive work environment for everyone – and we know that's best achieved, in part, with a diverse workforce. We're working on increasing diversity across the company. If you're looking to join a team that is smart, highly motivated, and also values work/life balance, we can't wait to hear how you can add to our growing culture!\n\nWe are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.","company":"Guidebook","rawCompany":"guidebook","city":"Raleigh","state":"NC","isRemote":false,"isActive":false,"createdAt":"2026-08-28T09:40:11.489Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"43-4171.00","title":"Receptionists and Information Clerks","slug":"receptionists-and-information-clerks"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"611710","title":"Educational Support Services","slug":"educational-support-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Support Representative","description":"About Guidebook\n\nGuidebook is the leading mobile app platform for events and engagement with a strong focus on higher education. Universities and colleges use Guidebook to run admissions events, orientation programs, and campus engagement to bring their student communities together. We are an ambitious team building a category-defining product, and we love working with people who care about education, technology, and bringing people together.\n\nAbout the job\n\nWe are looking for a Customer Support Representative to own frontline support. In this role, you will troubleshoot issues and serve as a calm, capable voice when our customers need it most.\n\nA great Customer Support Representative is a true product expert who enjoys sharing their knowledge & creativity to drive customer retention. They find satisfaction in solving a hard ticket, in making a frustrated customer feel heard, and fine-tuning our AI-first operations to deliver consistently great customer experiences.\n\nPlease note: A short video is required with your application. See the “What to provide with your application” for details.\n\nKey responsibilities\n\nTechnical Support – Own a queue of customer tickets, hopping on a phone/video call when needed, resolving issues, escalating thoughtfully, and writing clear, warm responses\n\nProduct Expertise – Become fluent in Guidebook’s Builder CMS and the broader product suite\n\nCustomer Advocacy – Identify trends in the customer experience and surface opportunities for improvement to Product and Engineering\n\nWeekend Support – Monitor the queue for critical issues on assigned weekends\n\nAI Optimization – Improve our AI tooling by evaluating its answers, maintaining documentation, and giving feedback to make it better\n\nYour first 12 months\n\nWithin 3 months, you’ll:\n\nAchieve a strong working knowledge of our customer base, Guidebook’s Builder CMS, and our AI tools so you own the queue of customer tickets – resolving the majority without escalation\n\nBuild collaborative relationships across Customer Success, Sales, Product, and Engineering\n\nWithin 6 months, you’ll:\n\nBe a resident expert on our platform across customer use-cases and make meaningful improvements to the documentation informing our AI tools\n\nAdvocate for customers by translating issues & insights into actionable recommendations\n\nWithin 12 months, you’ll:\n\nBe an EDU domain expert\n\nServe as a consultative advisor to drive customer success\n\nAbout you\n\nYou are genuinely curious about how things work. When something breaks, your instinct is to figure out why and pursue a real solution. You are comfortable working with all clients: from the most tech-minded & forward-thinking, to those using a smartphone for the first time. You are excited about making our AI tooling smarter, with a good instinct for when a human conversation matters more than an automated one.\n\nCharacteristics of the ideal candidate\n\n1+ years of professional experience in SaaS support, customer success, or similar customer-facing role\n\nOutstanding written and verbal communication skills\n\nHigh attention to detail and strong organization skills\n\nExceptional time & task management across multiple systems and tools\n\nSkilled at collaborating with a remote team working across multiple time zones\n\nExperience with the following tools is a plus, but not required: Zendesk, Fin (Intercom), Claude, Slack, Jira, Salesforce, and any modern CMS\n\nFamiliarity with the events industry, higher education space is a plus, but not required\n\nCompensation\n\nAnnual On-Target Earnings (OTE): $50,000-$55,000 depending on experience, with variable based on support and business performance\n\nPerks\n\n100% paid benefits: medical, dental, and vision\n\nShort-term and long-term disability\n\nUnlimited vacation time\n\n401(k) program with matching benefits\n\nStock options\n\nAwesome company culture and fun virtual hangouts\n\nMacBook and accessories to make you comfortable working from home\n\nAwesome annual company retreats\n\nWhat to provide with your application\n\nResume\n\nCover letter\n\nA video no longer than 5 minutes with the following:\n\nState your name, the role you’re applying for, and the company you’re applying to\n\nTell us what drew you to this role and our mission\n\nTell us about a customer interaction you are especially proud of. What was the situation, and how did you help the customer?\n\nWhat is a school event, conference, or other event experience you will never forget? What made it great?\n\nEqual Opportunity Employer\n\nAt Guidebook, we're committed to cultivating an inclusive work environment for everyone – and we know that's best achieved, in part, with a diverse workforce. We're working on increasing diversity across the company. If you're looking to join a team that is smart, highly motivated, and also values work/life balance, we can't wait to hear how you can add to our growing culture!\n\nWe are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.","datePosted":"2026-08-28T09:40:11.489Z","dateModified":"2026-08-28T09:40:11.489Z","hiringOrganization":{"@type":"Organization","name":"Guidebook","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Raleigh","addressRegion":"NC","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"d503410656aa968ebf8dbf2d"},"url":"https://jobsearcher.com/jobs/d503410656aa968ebf8dbf2d"}}