About the role
About Reframe
Reframe is the #1 app to help people cut back or quit drinking by combining neuroscience, psychology, and real human support. We’re on a mission to help millions transform their relationship with alcohol and live more empowered, connected, and fulfilling lives.
At Reframe, we believe recovery and transformation look different for everyone and so does great support. That’s where you come in.
About the Role
We’re looking for a Customer Success Manager who doesn’t just answer tickets , you solve problems, bring empathy, and make someone’s day better with every interaction. This role is perfect for someone who loves their job, thrives on helping others, and feels energized by the small wins that create big impact.
As a core member of our support team, you’ll be on the frontlines of the Reframe experience : answering user questions, troubleshooting app issues, and ensuring every Reframer feels heard and supported. You’ll also work cross-functionally with product, engineering, and coaching teams to continuously improve our platform and user experience.
What You’ll Do
- Respond to customer inquiries via email, in-app chat, and other support channels with empathy, clarity, and efficiency
- Troubleshoot technical issues, bugs, and user concerns and communicate solutions clearly
- Track common issues and flag trends to help improve the platform experience
- Collaborate with product and tech teams to escalate user feedback and find better solutions
- Serve as the voice of the customer, advocating for their needs across internal teams
- Maintain internal knowledge bases and help docs
- Jump into team meetings and contribute ideas for how we can make Reframe even better
You’re a Great Fit If You
