## About Trayd
Trayd is building the operating system for commercial construction: payroll, compliance, and back office workflows that actually work in the real world.
Construction is one of the largest industries in North America, yet much of the software that runs it is outdated, manual, and fragile. Companies spend hours every week reconciling payroll, tracking job costs, and managing compliance across disconnected systems. The consequences of mistakes are real. Workers do not get paid correctly. Businesses lose time and money. Stress compounds. We're changing that.
We help subcontractors run payroll, manage workers, and operate their businesses with confidence. When something goes wrong, they need answers fast and they need them to be right. Support is not a ticket queue to us. It is where we keep that trust.
We are in the next phase of growth, with accelerating customer demand and a platform that runs real payroll every week, and we are scaling the team to match it.
## The Role
We are hiring an AI Support Specialist to be the first person our customers reach when they need help, and to help build the AI-driven support system behind it. You will own the front line of customer support: triaging incoming questions, working alongside our AI support agents to draft fast and accurate answers, and making sure every customer leaves with a real resolution. You keep the queue moving and the quality high.
This role sits on our Product team, and that is deliberate. Support is our sharpest source of product signal, and we want the person living in it to act on what they learn, not just pass it along. This is not a forever-inbox job. As you master our product and our customers, you will move from answering questions to fixing the things that cause them: taking ownership of the AI agents and knowledge that power support, and increasingly making real changes to the product itself. We are innovating in real ways in this space, and you would drive that innovation directly with the CTO.
You do not need to be a software engineer. Using AI coding tools, you will be able to ship small product improvements and fixes yourself, with support from engineering. That is the whole trajectory of this role: the better you get at turning customer pain into product changes, the more of a product owner you become.
## What You'll Do
* Be the first point of contact for customer questions, responding quickly, clearly, and accurately.
* Work alongside our AI support agents, reviewing and verifying AI-drafted replies for accuracy and tone before they go out.
* Triage and route incoming issues, spotting urgent, payroll-blocking problems and getting them to the right person fast.
* Own queue health: make sure nothing falls through the cracks and every issue is resolved or escalated by the end of the day.
* Turn resolved questions into help articles and training content so customers can help themselves.
* Partner with product and engineering to surface recurring issues and push for real fixes, not band-aids.
* As you ramp, take ownership of our AI support agents and skill library: tuning them, expanding their coverage, and raising answer quality.
* Use AI coding tools to make real changes to the product, shipping small fixes and improvements that remove customer pain at the source, with support from engineering.
## Who You Are
* You have 0–2 years of experience, or you are a recent graduate excited to start your career in a high-ownership role.
* You are a clear, warm writer who can explain things simply and stay calm under pressure.
* You are genuinely excited about AI and want to get hands-on with the tools reshaping how support works.
* You want to build, not just respond. You are excited to get closer to the product over time and to use AI tools to make changes yourself.
* You are highly organized and detail-oriented. You know that in payroll, getting the answer right matters.
* You take ownership and communicate proactively. You are comfortable with ambiguity and don't wait to be told what to do.
* You are curious about construction. You don't need to know the industry on day one, but you want to learn it.
* You are NYC-based or ready to relocate quickly.
## Nice To Have
* Experience in customer support, customer success, or operations, ideally in SaaS.
* Exposure to AI tools, prompt writing, or support automation.
* Experience with payroll, financial systems, or compliance-heavy software.
* Comfort with data tools like Excel or SQL.
* Startup or high-growth experience.
## Working style
This is an in-person role in New York City, five days a week. We move quickly, collaborate constantly, and value people who take initiative and ownership.
If you want to own high-impact customer work, get hands-on with AI from day one, and grow with a category-defining company, you will fit here.
## Compensation
The base pay range for this role is $70,000 – $85,000 per year.
Visa sponsorship is not available for this role.
