Customer Success & Support Specialist

About the role

Shapes is building an AI‑native people platform and needs a Customer Success & Support Specialist to own first‑response support and manage a portfolio of SMB accounts throughout the customer lifecycle.

Key responsibilities

• Own first response and resolution for all inbound tickets via Intercom across the full customer base.
• Run and improve support infrastructure, including routing rules, escalation paths, macros, and the knowledge base.
• Track CSAT, identify recurring issue patterns and raise support quality.
• Capture product feedback from support conversations and forward it to the product team.
• Manage a book of SMB accounts through onboarding, adoption, and renewal.
• Conduct structured onboarding from kickoff through go‑live and monitor account health to proactively address churn risk.
• Build strong day‑to‑day relationships and champion ongoing product adoption.

Required profile

• 1–2 years of experience in customer success, account management, or customer support, preferably in B2B SaaS.
• Native or fluent English and Hebrew.
• Ability to switch between reactive support and proactive relationship management.
• Strong organisational skills and genuine care for the customer experience.
• Familiarity with tools such as Intercom or HubSpot (Intercom experience a plus).
• Self‑starter mentality with the ability to manage competing priorities independently.
• Collaborative, high‑energy attitude, working at the centre of the CS team.

Required skills

• Intercom
• HubSpot