Customer Support Specialist

Mon Ami is seeking a Customer Support Specialist to help agencies deliver essential services to older adults and people with disabilities by providing empathetic, solution-oriented support and expertise on Mon Ami’s SaaS platform.

Responsibilities will include:

• Become a Mon Ami product expert to efficiently triage tickets, resolve issues, and educate users on the platform
• Deliver excellent customer experiences through clear, empathetic, and solution-focused communication
• Collaborate with engineering, product, and data teams to resolve technical issues, including writing detailed bug reports
• Develop and maintain self-service resources such as help center articles, video tutorials, and FAQs
• Track and report recurring issues to identify opportunities for product and process improvements

You’re a great fit if you:

• Have a B.A./B.S. degree or equivalent relevant experience
• Bring 1–3 years of customer support or other client-facing experience, with a proven ability to make customers feel heard and supported
• Possess strong analytical problem-solving skills and evidence of effective teamwork
• Demonstrate excellent oral and written communication skills (email, Slack, virtual meetings, etc.)
• Are highly organized with meticulous attention to detail
• Show exceptional empathy and listening skills, able to diffuse tension and build trust
• Are comfortable working in a fast-paced environment and committed to doing things the right way
• Have strong computer skills and familiarity with web-based applications (Google Workspace, Microsoft Office, Notion, Zendesk, Zoom)
• Bonus: Experience at a SaaS company, hands-on experience with Zendesk or similar platforms, or familiarity with aging services, disability services, or healthcare industries

What you’ll love about working at Mon Ami:

• Meaningful work supporting public servants dedicated to improving lives of older and disabled adults
• A respectful, ambitious, and supportive team environment
• Opportunities for professional growth and increased responsibility

Benefits

• Health insurance
• 15 days PTO (20 days after year two)
• Sick leave
• 401K
• Disability insurance
• FSA, HSA
• Generous paid family leave
• Additional benefits for US residents

This is a remote position requiring availability between 9:00 AM – 5:00 PM Pacific Time.