About the role
Mon Ami - Customer Support Specialist Nov. 2025 Job Description Published using Google Docs Report abuse Learn more Mon Ami - Customer Support Specialist Nov. 2025 Job Description Updated automatically every 5 minutes 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: Become a Mon Ami product expert so you can efficiently triage tickets, resolve issues, and provide product education to users. Deliver excellent customer experiences through clear, empathetic, and solution-oriented communication. Collaborate with internal teams (engineering, product, data) to resolve technical issues—for example, by writing detailed bug reports that engineers can reproduce. Contribute to self-service support by developing and maintaining user resources (e.g., help center articles, video tutorials, and FAQs). Track and report recurring issues to identify opportunities for product and process improvements.
