Client support representative at Impact Clients

📣 We’re Hiring: Customer Experience Representative (CSM) at Allen AI

This is not a basic support agent role.

We’re looking for someone smart, detail-oriented, and deeply empathetic who wants to own the customer experience at Allen AI — from handling support tickets to shaping the future of our product.

You’ll be on the front lines of our fast-growing software company, directly responsible for making sure every single customer is heard, supported, and taken care of — while translating that feedback into improvements across the product and team.

🚀 About the Role

Your mission: ensure every Allen AI customer gets world-class support and walks away feeling taken care of. But you won’t stop there. You’ll also organize the insights you gather and communicate them clearly across our product, dev, and leadership teams.

This is a high-ownership role with a fast path to becoming Head of Customer Success as we grow.

🛠 Responsibilities

• Respond to all email support tickets quickly and thoroughly
• Own and manage Skool community engagement (posts, questions, one-on-one DMs)
• Host or help facilitate our weekly coaching calls to support users live
• Personally handle or escalate refund requests — and actively mitigate them
  • You won’t be a button-pusher. When a refund request comes in, you’ll build refund mitigation scripts
  • You’ll respond strategically: offering retention bonuses, discounts, and value-adds to win back the customer
  • You’ll coordinate with our dev and non-dev teams to create new incentives, bonuses, or credits to support this
• Track recurring complaints or bugs and compile organized insights for the developer team
• Collaborate with the non-technical team to improve onboarding, UI/UX, and feature clarity
• Be the internal voice of the customer — their frustrations, their wins, their requests
• Constantly think: how can we make the experience better?

🧠 We’re Looking for Someone Who Is…

• Analytical — able to spot trends in customer feedback and draw actionable conclusions
• Organized — everything you handle should be documented, categorized, and easy to access
• Detail-Oriented — you don’t miss small things; you go the extra mile to do it right
• Empathetic — you genuinely care about helping people and improving their experience
• Resourceful — you figure things out without waiting for step-by-step instructions
• FIO (Figure It Out) Mentality — you thrive in environments where you can take initiative

📈 This Role is For You If…

• You want to start in customer experience but grow into Head of Client Success
• You’re excited to work inside a fast-paced startup solving real problems with AI
• You love being in the weeds with real users and learning how to make things better
• You’re not just looking for a job — you’re looking to build something that matters

🕐 Role Type:

• Full-time (Remote)
• Reports directly to leadership

Start date: ASAP