Customer Support Representative

About the Company

Moab is building a modern, all-in-one software platform for equipment dealers and rental businesses. We serve the construction, agriculture, and logistics industries by providing reliable software that keeps their operations moving.

Responsibilities

• Own the customer inbox by triaging incoming tickets and responding clearly.
• Investigate bugs end-to-end by reproducing issues and gathering evidence using internal tools and AI agents.
• Coordinate with engineering to track open bugs and translate technical updates into plain language for customers.
• Close the loop with customers once issues are resolved or workarounds are found.
• Act as a power user for AI tooling and provide feedback for improvement.
• Identify and flag recurring patterns to product and engineering teams.
• Contribute to the company knowledge base by writing help articles.

Requirements

• Strong written communication skills with the ability to write warm, jargon-free replies.
• Genuine curiosity about technical systems and how software works.
• Comfort working with AI tools as part of a daily workflow.
• Highly organized and capable of managing multiple open threads in a queue-driven environment.
• High standards for customer satisfaction and follow-through.
• Patient and empathetic approach to customer interactions.

Preferred Qualifications

• Background in B2B SaaS support, customer success, or operations.
• Experience in equipment rental, construction, or agriculture industries.
• Experience with support platforms like Pylon, Zendesk, or Intercom.
• Familiarity with Slack, Linear, or Jira.
• Ability to read APIs, JSON, or basic SQL.