Customer Success Associate

**About us** Garage powers the exchange of critical assets across America’s essential industries. We started with fire departments, where purchasing mission-critical vehicles and equipment used to take months of paperwork, phone calls, and delays. Our agentic platform automates the entire transaction: discovery, payments, freight, paperwork, warranty, and financing. What once took months now takes minutes. In under a year, we’ve expanded to cities and towns in all 50 states and grown revenue more than 10x. Based in New York, we’ve raised $18M from Y Combinator, Initialized Capital, Infinity Ventures, FJ Labs, and other leading investors. We’re moving fast, growing quickly, and just getting started. **About the role** We’re looking for a Customer Success Associate to deliver a fast, thoughtful support experience for the buyers and sellers who use Garage. You’ll be the first point of contact for customer questions across phone, email, chat, and text, helping customers navigate transaction questions, resolve issues, and get clear answers quickly. As an early member of our customer success function, you’ll also help build the systems that let Garage support more customers without losing quality: Help Center content, internal documentation, escalation workflows, support tooling, and customer feedback loops. This is a hands-on role for someone who loves helping customers directly and wants to help shape how Garage delivers customer experience at scale. **In this role, you will:** - Own day-to-day customer support across phone, email, chat, and text for buyers and sellers. - Triage, investigate, and resolve customer issues from intake through follow-up, escalating to Ops, Product, Finance, or Go-to-Market when needed. - Support purchase management workflows by helping customers understand next steps, coordinating internal handoffs, and keeping transactions moving. - Build and maintain Help Center articles, knowledge-base content, macros, and customer-facing documentation for a non-technical audience. - Improve support workflows with tooling, AI, and automation to reduce repetitive work and create faster, clearer customer responses. - Track recurring questions, pain points, and customer feedback, then share actionable insights with internal teams. - Help define the standards, workflows, and documentation habits that will shape customer success at Garage as we grow. **What we’re looking for** - You care deeply about customers and take pride in making complex situations feel clear and manageable. - You communicate with warmth, precision, and urgency across phone, email, chat, and text. - You stay organized when several customer issues are moving at once and follow through until each issue is resolved. - You know when to solve independently, when to escalate, and how to keep customers informed along the way. - You look for repeatable fixes, not just one-off answers, and enjoy turning customer questions into better systems and documentation. - You bring sound judgment, integrity, and a no-task-too-small mindset to work that directly affects customer trust. - You’re excited to help build an early customer success function in a fast-moving startup environment. **Required** - 2+ years of experience in customer support, customer success, customer experience, or another customer-facing role - Experience supporting customers across multiple channels, including phone, email, chat, and text - Strong verbal and written communication skills - Comfort learning new customer support tools, internal systems, and operational processes quickly. - Good judgment when triaging issues, escalating appropriately, and communicating with customers. **Nice to have** - Experience using modern customer support platforms such as Intercom, Front, Pylon, or similar tools. - Experience working at a startup or high-growth technology company. - Experience with marketplaces, logistics, payments, procurement, equipment, or other operationally complex transactions. - Experience building or maintaining Help Centers, knowledge bases, macros, or customer education resources. - Experience improving support workflows through automation, AI tools, routing, implementation, or migration. **Our values** - **Growth oriented.** We invest in people who grow as the company grows. We all should be constantly learning. - **Humility.** Everyone has a lot to give and a lot to learn. We believe in creating an environment where the best ideas win and acknowledging when we are wrong. - **Customer focused.** We have a genuine love for our customers. Customer success is our success. - **Hack to success.** We move fast and take big swings. We always aim for a solution that addresses 80% of the problem in 20% of the time. We make informed bets, launch quickly, and iterate. **Why Garage?** - Our product is something people use everyday to buy the equipment local communities everywhere depend on. - We’ve grown revenue over 10x in the last year and are well capitalized with $18M in funding raised total. - We have a talent-dense, high-performing team from Ramp, Twitter, Goldman Sachs, Bilt, Wise, Unify, Honey, PayPal, and more. - You’ll be one of our first 35 employees, operating as a foundational member of the team, partnering alongside the company’s founders. **What we offer** - Competitive salary and stock options - Health, dental and vision insurance (100% covered) - Unlimited paid time off every year (in addition to company observed holidays) - Daily lunch and dinner - $100 monthly wellness stipend - 401(k) with employer match - Pre-tax commuter benefits - Bi-annual team offsite - Relocation assistance Visa sponsorship is not available for this role.