Customer Success & Support Specialist

About the role

Shapes is looking for a Customer Success & Support Specialist to own the first response and resolution of inbound tickets while managing a portfolio of SMB accounts through the full customer lifecycle. This dual‑focus role blends reactive support with proactive relationship management in a fast‑moving AI‑native SaaS environment.

Key responsibilities

• Respond to and resolve all inbound customer tickets via Intercom.
• Maintain and improve support infrastructure: routing rules, escalation paths, macros, and knowledge base.
• Track CSAT, identify recurring issues, and raise support quality.
• Capture product feedback from support interactions and forward it to product teams.
• Onboard, adopt, and renew SMB accounts, guiding them from kickoff to go‑live.
• Monitor account health, surface risk early, and champion product adoption.

Required profile

• 1–2 years of experience in customer success, account management, or support, preferably B2B SaaS.
• Native or fluent English and Hebrew.
• Strong organizational skills and a customer‑centric mindset.
• Self‑starter able to juggle competing priorities independently.
• Collaborative, high‑energy attitude.

Required skills

• Intercom (ticketing and customer communication).
• HubSpot or similar CRM/platform.

What we offer

• Opportunity to shape the foundation of an AI‑native people platform.
• Fast‑moving team with a bias for action.
• Hands‑on involvement in building and optimizing the Customer Success operating system.