Company
SideShift
Annual salary
$100k – $150k/yr
Location
New York, NY
Listed
25d ago
- Experience:
- 2 to 4 years
- Workplace:
- In-person at 111 Broadway, New York, NY, 5 days a week. This is a high-intensity, in-office culture with a young, fast-moving team.
- Equity:
- This role includes an equity package valued at $25,000, $50,000. As a seed-stage company with strong traction (30% MoM growth, $8M+ ARR, 1M+ creator sign-ups), equity at SideShift carries significant potential upside. The exact equity grant will depend on experience level and will be discussed during the offer stage.
On-site in New York, NY.
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What you'll do
- Manage high-volume customer and creator conversations across Intercom, Slack, email, and calls, handling onboarding, disputes, payments, campaign setup, and platform issues
- Take ownership of customer problems end-to-end, investigating issues independently using internal tools before escalating to engineering
- Run onboarding calls for brand customers and manage enterprise accounts in Slack channels
- Work closely with engineering and product teams to relay common issues, identify root causes, and prioritize fixes that improve the overall user experience
- Optimize the AI support agent (Fin) to deflect more conversations over time and improve response quality
- Build and improve internal documentation, workflows, and systems that allow the CS function to scale efficiently as volume grows
- Use AI tools like Grokbot to work on multiple tickets in parallel, conducting detailed investigations across concurrent conversations
- Identify patterns in customer problems and contribute product-minded feedback that gets baked into the platform to reduce future support volume
What you need
- We need someone with 2-4 years of experience in customer success, support, or account management at a SaaS company, marketplace, or platform who thrives in high-volume, fast-paced environments. You should be comfortable making independent judgment calls, investigating technical issues, and managing hundreds of conversations without dropping the ball. Bonus points if you have experience in the creator economy, influencer marketing, or two-sided marketplace operations.
Frequently Asked Questions
How do I apply for the Customer Success (US) role at SideShift? +
Use the Apply for a referral button on this page to send us your LinkedIn and CV. If your experience fits, we'll introduce you to the recruiter filling this role. They'll email you to check you're interested, then put you forward for this job or others that suit you better. It's free.
What does this SideShift role pay? +
The listing gives $100k – $150k/yr.
Is this role remote? +
The listing gives the location as New York, NY. In-person at 111 Broadway, New York, NY, 5 days a week. This is a high-intensity, in-office culture with a young, fast-moving team.
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