Customer Success & Support Specialist

ABOUT US

Shapes is on a mission to reinvent how companies run their people operations in the AI era. We're building the world's first truly AI-native people platform — a single place where HR processes come together, get customized in minutes, and actually run themselves. We're a small, fast-moving team that loves building ambitious things with a bias for action. If you want to shape the foundation of something big, not just plug into an existing machine, this is the place.

ABOUT THE ROLE

This is a dual role: support-first, with a meaningful CS dimension. You'll own first response and resolution for our entire customer base, and you'll manage a book of SMB accounts through the full customer lifecycle. Owning real accounts gives you the product depth and customer context that makes support genuinely good — and vice versa.

We have the infrastructure in place — Intercom, a knowledge base, and escalation paths. Your job is to run it well and make it better over time.

This role sits inside a CS team that is actively developing and optimizing the Customer Success operating system — the playbooks, frameworks, and processes that define how Shapes serves customers at scale. You'll have a real hand in improving it.

Your responsibilities will include:

Support (primary)

- Owning first response and resolution for all inbound customer tickets via Intercom, across our full customer base

- Running and improving our support infrastructure — routing rules, escalation paths, macros, and the knowledge base

- Tracking CSAT, identifying patterns in recurring issues, and continuously raising the quality of the support experience

- Capturing product feedback from support conversations and routing it to the product team

Customer Success

- Managing a book of SMB accounts through onboarding, adoption, and renewal

- Running structured onboarding for new customers — from kickoff through go-live

- Monitoring account health and proactively surfacing risk before it becomes churn

- Building strong day-to-day relationships and championing continued product adoption and value

YOUR EXPERIENCE & SKILLS

We are looking for a candidate with:

- 1–2 years of experience in a customer success, account management, or customer support role, ideally in B2B SaaS

- Native or fluent English and Hebrew — both are required for this role

- The ability to move fluidly between reactive support work and proactive relationship management

- Strong organisational skills and genuine care for the customer experience

- Familiarity with tools like Intercom, HubSpot, or similar (Intercom experience is a plus)

- A self-starter mentality with the ability to manage competing priorities independently

- A collaborative, high-energy attitude — this role sits at the centre of the CS team