Full-Time SaaS Customer Support Specialist @ social venture saas startup - Remote, USA

Join Mon Ami, a women-founded, mission-driven startup revolutionizing senior services with our SaaS solutions. Backed by top VCs, we're digitizing care delivery to enhance senior well-being. We partner with agencies across the country who are at the frontlines of care, but who are currently not tech-enabled and need a better way to intake, organize and review the data on who they are serving and how.

About the position:

Our customers are on the frontlines of providing life-sustaining services to older adults and people with disabilities. We’re looking for a Customer Support Specialist who is eager to support them with empathy, problem-solving skills, and a deep understanding of Mon Ami’s platform.

This role is highly user-facing, with a focus on building trust and ensuring customers feel supported every step of the way. You’ll be responsible for triaging and resolving tickets, developing help resources, and collaborating closely with product, engineering, and data teams to address customer needs. Success in this role means customers receive timely, thoughtful support that enables them to deliver essential services in their communities.

Note: This position is remote but requires availability between 9:00 AM – 5:00 PM Pacific Time.

Primary Responsibilities:

1. Become a Mon Ami product expert so you can efficiently triage tickets, resolve issues, and provide product education to users.
2. Deliver excellent customer experiences through clear, empathetic, and solution-oriented communication.
3. Collaborate with internal teams (engineering, product, data) to resolve technical issues—for example, by writing detailed bug reports that engineers can reproduce.
   
4. Contribute to self-service support by developing and maintaining user resources (e.g., help center articles, video tutorials, and FAQs).
5. Track and report recurring issues to identify opportunities for product and process improvements.

Requirements

• B.A./B.S. degree or equivalent relevant experience.
• 1–3 years of customer support or other client-facing experience, with a proven ability to make customers feel heard and supported.
• Strong analytical problem-solving skills and evidence of effective teamwork.
• Excellent oral and written communication skills (email, Slack, virtual meetings, etc.).
• Highly organized with meticulous attention to detail.
• Exceptional empathy and listening skills; you can diffuse tension and build trust.
• Comfortable working in a fast-paced environment and committed to “doing things the right way.”
• Strong computer skills and familiarity with web-based applications (e.g., Google Workspace, Microsoft Office, Notion, Zendesk, Zoom).
• Bonus points if you have:

• Experience working at a SaaS company.
• Hands-on experience with Zendesk or similar support platforms.
• Familiarity with the aging services, disability services, or healthcare industries.

A Day in the Life at Mon Ami

• Start your morning by checking the queue and responding to new support tickets, making sure urgent issues are addressed quickly.
• Jump on a Zoom call with a customer who needs help navigating a reporting workflow. You walk them through the process step by step until they feel confident.
• Spot a recurring issue reported by multiple users and write up a clear, detailed bug report for the engineering team.
• Collaborate with the product team to share feedback you’ve heard from customers about a recent feature release.
• Draft or update a Help Center article to make sure customers can find answers to common questions on their own.
• Follow up with a customer to confirm their issue has been resolved and share best practices that will help them avoid similar problems in the future.
• Wrap up the day by reviewing trends in the support queue, noting opportunities for training resources or product improvements

What you’ll love about working at Mon Ami

• Do work that matters with people who care: You’re solving programs for customers who are public servants dedicated to improving the lives of older and disabled adults.
• The team: We are ambitious in our goals, but we never forget to treat one another with respect and kindness and have a little fun.
• Growth opportunities: We’re a fast-growing company with lots to do! You will have the opportunity to grow professionally at Mon Ami and take on more responsibility.

Benefits

Benefits include health insurance, 15 days PTO (20 days after year two), sick leave, 401K, disability insurance, FSA, HSA, generous paid family leave, and more. Some benefits are available only to US residents.

To apply

Send a resume or LinkedIn and cover letter to job-clientsuccess@monami.io. A word about cover letters: short ones are great -- we just want to know what drew you to this opportunity and why you could be a good fit.