Artisan

Customer Support Specialist About Us We're building AI employees. Not chatbots. Not copilots. Autonomous digital workers that do real jobs. Our first, Ava, is an AI BDR used by hundreds of companies. She researches leads, writes and sends emails in a customer's voice, runs multi-step outbound sequences, manages her own deliverability infrastructure, self-optimizes over time, and handles objections and meeting booking. She's not a tool someone uses. She's a teammate. We're a YC W24 company, have raised $35M+ from investors including Y Combinator, and are at $8M+ ARR. Right now we're building Ava 2.0, a step change in what an AI employee can do. The engineering problems are hard and the surface area is enormous. The Role Artisan isn't a single product. It's an entire working platform that replaces the sales stack - CRM, inbox, dialer, lead database, campaign engine, website visitor tracking, and AI agent management, all in one product. As a Customer Support Specialist, you will be on the frontlines of how users experience Artisan. This is not a ticket-closing role. You’ll help users understand, adopt, and succeed with a fundamentally new way of working alongside AI employees. You’ll operate at the intersection of product, engineering, and customers — resolving issues, uncovering patterns, and shaping how support evolves in an AI-native world. This is a high-ownership, high-context role. You won’t just solve problems. You’ll help define what great support looks like for AI employees. What You’ll Do - Support customers end-to-end Own customer interactions across chat, email, and other channels. Resolve issues quickly while ensuring a high-quality, human experience. - Help users succeed with AI employees Guide customers in understanding how Ava works, what she’s doing, and how to get the most value out of her. This isn’t traditional support - you’re helping users adapt to a new paradigm. - Turn problems into product insights Identify patterns in customer issues and feedback. Surface insights to product and engineering to improve the platform. - Work closely with product and engineering Collaborate with internal teams to debug issues, escalate bugs, and ensure fast resolution. You’ll be close to how the product actually works. - Create clarity from ambiguity Handle complex, sometimes undefined issues. Break them down, communicate clearly, and guide customers to resolution. - Build support infrastructure Help improve internal processes, documentation, and tooling. Contribute to building a scalable, high-quality support function. - Drive speed and quality Balance fast response times with thoughtful, accurate support. We move quickly, but quality always matters. - Own customer experience metrics Care about response times, resolution rates, and - most importantly - customer satisfaction and retention. Who You Are - Native-level British English speaker - 1–4+ years of experience in customer support, customer success, or similar roles - Strong communicator - clear, concise, and empathetic - Comfortable working with technical products (B2B SaaS experience is a plus) - Curious and proactive - you don’t just answer questions, you dig deeper - Able to handle ambiguity and think critically about problems - Highly organized and detail-oriented - Excited about AI and how it changes the way people work Bonus: - Experience supporting CRM, outbound, or sales tools - Experience in fast-paced startup environments - Familiarity with APIs, integrations, or technical debugging - Experience working with AI products or automation tools Why This Role - Front-row seat to a new product paradigm You’ll be helping users navigate how to work with autonomous AI teammates - something that doesn’t have a playbook yet. - Real impact on the product Support isn’t a back-office function here. Your insights will directly shape what we build and how it works. - Ownership and growth You’ll have autonomy, responsibility, and the chance to grow quickly as the company scales. - Speed and learning We move fast, ship constantly, and solve hard problems. You’ll learn a lot, quickly. - Competitive salary + meaningful equity We compensate for impact. Details Location: Remote (UK) Team: Customer Success Interview Process - Introductory chat with our recruiter - Short interview with the Support / CX team - Take-home exercise (practical support scenario) - Final interview - Culture and values interview Our Culture and Values - Founder mindset Everyone acts like an owner: take initiative, think big, challenge ideas, and push for 10x outcomes. - Obsessed with impact We apply the 80/20 rule, kill sunk costs quickly, and focus on what actually moves the needle. - Customer-first, always Every decision starts with the customer experience. - High standards, every detail Quality matters in everything we ship — including support. - Clear, direct communication We value candor, fast responses, and real feedback. - Winning team energy Positive vibes, low ego, zero drama. We genuinely enjoy building together.

About the role About Artisan At Artisan, we’re building real AI employees - not copilots, not assistants, but autonomous teammates. Our first, Ava, is an AI BDR. She finds and researches leads, writes emails in customers’ tone of voice, runs outbound sequences, self-optimizes, and manages email deliverability infrastructure. She learns, adapts, and improves over time - just like a human would. We went through Y Combinator (W24) and have raised $35M+ from top investors. We’re at $7M+ ARR, with hundreds of customers including CookUnity, Quora, and SumUp. We’re currently working on Ava 2.0, pushing the boundaries of what an AI employee can do. And we're hiring. Role overview You’ll be the first Customer Support Team Lead at Artisan, responsible for building and scaling a world-class support function that delivers exceptional customer experiences. - Lead and mentor the support team, setting a high bar for customer interactions and performance. - Own the end-to-end support experience, from first response to resolution. - Work closely with product and engineering to surface customer feedback and improve the product. - Design and optimize support processes, tooling, and workflows for scale and efficiency. - Analyze support metrics and identify opportunities to improve response times, resolution rates, and customer satisfaction. - Help define how AI employees can enhance and automate parts of the support experience. Who you are - Customer-obsessed. You deeply care about delivering exceptional support experiences and building long-term customer relationships. - Strong leader. You’ve managed or mentored support teams and know how to motivate and develop people. - Operationally excellent. You design scalable processes and thrive in fast-moving environments. - Data-driven. You use metrics and insights to improve team performance and customer outcomes. - Technically curious. You’re excited about AI and how it can transform customer support. - Hands-on. You’re willing to jump in and handle tickets when needed, especially in a fast-growing startup. - High-velocity. You’re comfortable moving quickly, iterating, and adapting as the company scales. - 3+ years of experience in customer support, ideally in fast-growing SaaS companies, with at least 1 year in a leadership role. Location: US or Canada (remote) Time Zone: Pacific or Mountain Time Team: Customer Success Reports to: Head of Customer Success Interview process - Introductory chat with our recruiter - 30-minute call with a member of the leadership team - Practical task or case study - 30-minute task review with the hiring manager - 30-minute culture and values interview with Chief of Staff Our culture and values - Founder mindset. Everyone acts like an owner: take initiative, think big, challenge ideas, and push for 10× outcomes. - Obsessed with impact. We apply the 80/20 rule, kill sunk costs quickly, and focus on what actually moves the needle. - Customer-first, always. Every decision is made with the customer experience at the center. - High standards, every detail. Quality matters in everything we ship, from product and code to copy and design. - Clear, direct communication. We value candor, fast responses, and feedback. - Winning team energy. We bring positive vibes, low ego, zero drama, and genuinely enjoy building together. About Artisan We've raised ~$35M to build AI Employees. We're starting with our AI BDR, Ava 2.0.